Security Incident Manager

🔥 2 hours ago

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Nexcess

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2000

🤝 B2B

🛍️ eCommerce

B2B • eCommerce

Nexcess is a managed web hosting provider focused on performance, security, and reliability for business websites and online stores. The company offers managed hosting and related services optimized for e-commerce platforms and content management systems, with features like CDN and security integrations to support business and agency customers running WordPress, WooCommerce, Magento, and other web applications.

📋 Description

• Lead and coordinate operational incident response activities for infrastructure, platform, hosting, and customer-impacting events • Serve as Security 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

🎯 Requirements

• 4+ years of experience in Information Technology, Infrastructure Operations, Hosting Operations, Platform Reliability, or related technical environments • Bachelor’s Degree in Information Technology, Business Administration, or related field, or equivalent practical experience • Experience coordinating or leading operational incident response activities in a technical environment • Strong understanding of Incident Management processes and operational governance practices • Experience managing escalations and coordinating cross-functional technical teams • Excellent written and verbal communication skills • Strong organizational, analytical, and problem-solving abilities • Ability to manage multiple priorities and remain composed in high-pressure operational situations • Experience producing operational reporting, documentation, and trend analysis • Experience facilitating post-mortem reviews and corrective action tracking • Ability to exercise independent judgment during operational incidents and escalations

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work arrangements • Professional development opportunities