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Technology Operational Roles
We are looking for an incident manager to own the end-to-end response to production outages and service degradations, coordinating technical responders, running executive communications during live events, driving root-cause analysis, and turning findings into process improvements that reduce the frequency and duration of future outages.
We are looking for an incident manager to own the end-to-end response to production outages and service degradations, coordinating technical responders, running executive communications during live events, driving root-cause analysis, and turning findings into process improvements that reduce the frequency and duration of future outages. The seat sits at the intersection of technical operations, stakeholder management, and continuous service improvement, and is held accountable for service health, availability, and reliability KPIs across the incident and problem-management lifecycle.
AIOps pipelines now detect incidents, correlate related alerts across logs, metrics, traces, and events, and narrow the likely root cause before an engineer opens a dashboard. The model is moving from firefighting to forecasting, surfacing early warning signs so teams intervene before users notice.
We are seeking a composed, decisive coordinator who becomes the single point of control when things break, someone who can run a bridge call, keep executives informed without drama, and hold responders to a clear process while the clock is running. They pair ITIL-grounded discipline with the modern instinct to let AIOps do the correlation grunt-work while they own the decisions.
This profile partners across engineering, SRE / operations, service desk, security, and business stakeholders. It suits someone open to a hybrid or on-call engagement, and to mobilization to the Middle East, Europe, or North America depending on the client. The person we want restores service fast and makes recurrence rarer.
A strong candidate for this role has commanded real major incidents, someone who has coordinated responders under pressure, kept stakeholders and executives informed, run blameless post-incident reviews, and driven the problem-management work that stops repeat outages. They bring an openness to AIOps-assisted detection and correlation while owning the command decisions themselves.
In practice, the responsibilities break down as follows:
We want to see an incident manager fluent in ITIL incident/problem practice and modern SRE-style response who can run a high-pressure bridge and communicate clearly, and who uses AIOps to compress investigation time rather than replace judgment. The strongest candidates understand that most of MTTR is investigation, and they target that directly.
Core incident management
Response performance (KPIs from research)
Modern Agentic AI / AIOps (niche areas we are seeking, depth explored at interview)
This role is delivered through Solutions Chapter Group's Human Resources chapter (Chapter 12) as a Recruitment Process Outsourcing (RPO) engagement, under our Technical Recruitment stream. We use a curated professional recruitment model: candidate profiles are pre-vetted in our internal database, and when a required profile isn't already available, our dedicated Scout network conducts global headhunting to secure it. We screen and match candidates against each client's specific requirements, and placements may be remote or an on-site deployment with mobilization to the Middle East, Europe, or the United States.
From a recruitment-fit perspective, we screen for:
Areas to explore at interview *(topics only)*
These niche AI areas are seeds we are looking for; depth will be explored during the interview process.