Security Incident Manager

**About Nexcess** Nexcess provides specialty cloud solutions for organizations where performance and compliance have to coexist. We serve businesses worldwide, from agencies scaling client sites to enterprises running mission-critical operations. We've built our reputation on deep technical expertise and genuine partnership with every client we work with. Behind every environment we manage is a team of people who take the craft seriously and keep showing up when it matters. ## **Overview** The Security Incident Manager is responsible for leading and coordinating the organization’s incident management program to ensure timely response, effective communication, operational accountability, and continuous improvement across infrastructure and platform operations. This role serves as the central coordination point during operational incidents, service disruptions, and high-severity events impacting internal systems, infrastructure, or customer environments. The Incident Manager partners closely with Infrastructure, Platform Engineering, Security, Support, and Leadership teams to drive incident response processes, facilitate communication, coordinate escalations, and ensure operational standards are consistently followed. This position is also responsible for improving incident management maturity through trend analysis, post-incident review processes, reporting, and corrective action tracking. This role requires strong organizational leadership, operational judgment, communication skills, and the ability to remain composed in high-pressure operational environments. **Compensation:** The compensation range for this position is between $120k-$140k ## **Responsibilities** - Lead and coordinate operational incident response activities for infrastructure, platform, hosting, and customer-impacting events - Serve as Incident Commander or facilitate incident coordination during high-severity operational events - Ensure incident response processes are consistently followed including identification, escalation, engagement, assessment, resolution, communication, and post-mortem review - Coordinate cross-functional technical teams during active incidents to ensure timely restoration of services - Facilitate operational bridge calls, escalation management, stakeholder coordination, and incident tracking activities - Ensure appropriate internal and customer-facing communications are delivered during operational incidents and maintenance events - Monitor active incidents to ensure accountability, urgency, and proper escalation procedures are maintained - Assist with after-hours escalation coordination as necessary during major operational events - Facilitate Incident Outcomes and Action Review (IOAR) meetings and post-mortem reviews - Track corrective and preventative action items through completion to reduce repeat incidents and operational risk - Analyze operational incidents, outages, and trends to identify recurring failures and improvement opportunities - Develop and maintain incident response documentation, operational procedures, escalation workflows, and governance standards - Produce monthly reporting related to incidents, service disruptions, response metrics, and operational trends - Partner with operational leadership to improve incident response maturity, communication standards, and organizational accountability - Assist in the development and improvement of operational governance processes related to incident management and operational readiness - Partner cross-functionally with Infrastructure, Platform Engineering, Security, Support, Compliance, and Leadership teams - Communicate effectively with both technical and non-technical stakeholders during high-pressure operational events - Promote operational transparency, accountability, and process adherence across teams - Assist with reinforcing best practices related to incident handling, escalation management, and operational communication - Additional duties as assigned **Requirem…