Technical Incident Manager

Responsibilities

• Coordinate the end-to-end lifecycle of production incidents across Support, Technical Operations, Product, QA, Cloud/Infrastructure, and Engineering
• Act as Incident Commander for P1/P2 events, driving timelines and identifying owners
• Serve as the central point of coordination for major incidents, ensuring proper triage and routing
• Validate incident severity levels (P1–P4) based on business and customer impact
• Facilitate Root Cause Analysis (RCA) sessions and track corrective actions to closure
• Maintain and improve the Incident Management framework and escalation workflows
• Own incident metrics including MTTA, MTTR, and SLA compliance reporting
• Participate in an on-call rotation for P1/P2 incident response

Requirements

• 5+ years of experience in IT operations, Technical Support, Service Desk, NOC, or SRE coordination
• Experience managing production incidents in a SaaS or enterprise technical environment
• Proficiency with incident management and ticketing platforms
• Strong communication, facilitation, and cross-functional coordination skills
• Ability to manage high-pressure situations and drive consensus among technical teams
• Strong analytical and problem-solving skills

Preferred Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• Exposure to cloud environments, specifically Azure
• Familiarity with ITIL Incident & Problem Management frameworks
• Experience with incident.io, Azure DevOps, or Salesforce Service Cloud
• Familiarity with observability tools like Azure Monitor or Application Insights

About the Company

M3 is a leading provider of hospitality-specific software solutions, delivering cloud-based tools for hotel accounting, financial reporting, labor management, payroll, and business intelligence.