Incident Response Manager - Product & Engineering
We are seeking an experienced Incident Response Manager to lead the organisation’s response to significant incidents affecting products, platforms and engineering services. You will provide calm, structured leadership during high-severity events, coordinating technical teams, product stakeholders, customer communications and business operations to restore services quickly and safely. You will own the incident management framework, ensuring that response processes are clear, effective and consistently followed across a complex technology environment.
Your responsibilities will include managing major incidents from initial assessment through resolution, establishing appropriate response teams, maintaining accurate timelines and ensuring that actions, decisions and risks are clearly documented. You will facilitate incident bridges, provide concise updates to senior stakeholders, support communication planning and ensure that customer impact is understood and addressed. Following each event, you will lead blameless post-incident reviews, identify systemic improvements, track remedial actions and report on trends, service risks and operational performance. You will also help define and maintain incident severity models, escalation paths, service-level expectations, on-call procedures and operational readiness standards.
The successful candidate will have substantial experience in incident management, site reliability, production operations or a related engineering environment, ideally within a fast-paced digital or technology-led organisation. You will be confident working with engineers and senior leaders alike, able to make sound decisions under pressure and skilled at translating complex technical information into clear, audience-appropriate communication. Experience with IT service management principles, observability and incident tooling, post-incident analysis, change management and resilience practices is highly desirable. We are looking for someone who is organised, collaborative and improvement-focused, with the judgement to balance rapid recovery with safe, sustainable solutions. A relevant professional qualification or equivalent practical experience would be beneficial.
Incident Response Manager - Product & Engineering
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