Incident Manager

We are looking for an Incident Manager to support and improve how we handle incidents across our SaaS platform. In this role you will focus on driving clarity, communication, and coordination so that the right people are engaged, stakeholders are informed, and outcomes are well documented.

The ideal candidate is strong in communication, detail-oriented, and comfortable working in a fast-paced SaaS environment. You should have experience using modern incident management tools such as Incident.io , Rootly, or FireHydrant and be motivated to improve processes that increase reliability and customer trust.

• Lead incident communications by coordinating with engineers, product, support, and leadership to keep information flowing clearly and consistently
• Ensure internal teams, executives, and customers receive timely and accurate information
• Drive incident coordination and outcomes effectively in both real-time and async contexts, enabling geographically distributed teams to make progress without always relying on live calls
• Keep incident timelines, roles, and actions clear without replacing technical ownership
• Use and improve incident management tooling to streamline reporting, communications, and tracking
• Facilitate blameless postmortems for high-impact incidents, ensuring follow-ups are owned and completed, and outcomes are tracked and reported to leadership
• Track overall incident trends using metrics and work with teams to improve response time, resolution time, and reduction of incidents
• Present clear incident reports and trends to executive leadership, highlighting learnings and improvements
• Identify opportunities to strengthen incident response processes and reduce customer impact

• Experience managing incident communications in a SaaS or cloud environment
• Strong written and verbal communication skills with the ability to adapt messaging to different audiences, including executives and customers
• Hands-on use of modern incident management tools such as Incident.io, Rootly, or FireHydrant
• Proven ability to work with incident metrics, identify trends, and present clear reports and insights to executive leadership
• Experience facilitating blameless postmortems for high-impact incidents, ensuring follow-ups are owned and completed, and outcomes are tracked
• Familiarity with SRE and DevOps practices
• Ability to stay organized and calm in fast-moving situations
• A mindset focused on clarity, transparency, and trust

• Background in SRE, DevOps, or technical program management
• Experience supporting distributed teams across time zones
• Understanding of SLIs, SLOs, and reliability frameworks

• Unlimited PTO
• 3 global VeeaMe Days per year: company-wide closures for employees to take a break, disconnect, and focus on self-care 
• Paid Holidays
• Veeam Care Days: 24 hours paid time for volunteering 
• Medical, dental, and vision coverage starting on day one (multiple plan options) 
• Flexible Spending Accounts (FSA) and Health Savings Account (HSA) options 
• Employer HSA contributions (for HDHP participants) 
• Life and AD&D insurance (employee, spouse/partner, and child options) 
• Company-paid short-term and long-term disability insurance 
• Supplemental individual disability insurance (IDI) 
• Family planning support: fertility, adoption, surrogacy, and parental resources 
• Paid parental leave
• Employee Assistance Program  
• Additional voluntary benefits: accident, critical illness, hospital indemnity, legal, identity theft protection, commuter benefits, pet care 
• Mental health support  
• 401(k) plan
• Professional training and education, on-demand learning libraries (LinkedIn Learning, O’Reilly), mentoring, workshops, and Global Day of Learning 

Please Note: If the applicant is permanently located outside of the United States Veeam reserves the right to decline the application for the position. Remote work is only possible for employees located in the United States.
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