Staff Incident Manager

About the role

The Staff Incident Manager will lead end‑to‑end response to critical production incidents for a globally distributed, customer‑facing environment. Working remotely from Saudi Arabia, you will coordinate cross‑functional engineering teams, drive operational excellence, and help build long‑term reliability for high‑availability systems.

Key responsibilities

• Lead the detection, escalation, and resolution of major and critical production incidents.
• Reduce Mean Time to Detect (MTTD), Mean Time to Engage, and Mean Time to Recover (MTTR) through process improvements.
• Manage and optimize the on‑call program, including rotations, escalation policies, and alert quality.
• Provide clear, timely communication to internal stakeholders and customers during incidents.
• Facilitate blameless post‑mortems and ensure actionable follow‑up items are completed.
• Translate recurring issues into reliability initiatives and collaborate on engineering roadmaps.
• Define and maintain incident management standards, severity frameworks, and response playbooks.
• Monitor incident trends, SLA/SLO performance, and report to engineering leadership.

Required profile

• 7+ years of experience in incident management, site reliability, or production operations.
• Proven track record as an Incident Commander or leading major incident responses.
• Strong understanding of distributed systems and cloud‑native infrastructure.
• Experience designing incident management frameworks, on‑call programs, and operational processes.

Required skills

• Hands‑on experience with Datadog.
• Experience using PagerDuty or similar paging platforms.
• Strong knowledge of observability tools covering monitoring, logging, tracing, and alerting.
• Deep familiarity with cloud‑native architectures and distributed system design.