Technology Incident Manager

• Lead response efforts for major technology incidents and coordinate the timely restoration of business services.
• Facilitate incident bridge calls with technical and business stakeholders to drive clear actions and rapid resolution.
• Assess incident scope, impact, and urgency, then engage the right support teams and escalation paths.
• Guide troubleshooting across multiple technology areas, including applications, infrastructure, networks, distributed systems, and mainframes.
• Partner with internal teams, vendors, and communications partners to ensure accurate updates and effective issue resolution.
• Escalate high-priority incidents to leadership and provide consistent status updates throughout the lifecycle of the event.
• Support post-incident reviews by documenting findings, identifying root causes, and recommending process improvements.
• Maintain and validate critical recovery documentation to support readiness and continuity.
• Contribute to incident management metrics, reporting, and ongoing operational improvements.
• Participate in overnight coverage and weekend on-call rotation as part of a 24/7 support model.

• 3+ years of experience leading technical projects, incident response efforts, or cross-functional technology initiatives.
• Experience working in a high-pressure IT operations or incident management environment.
• Solid understanding of enterprise IT infrastructure and application ecosystems.
• Strong communication skills with the ability to engage both technical and non-technical audiences.
• Ability to stay composed, make sound decisions, and coordinate effectively during urgent situations.
• Experience managing competing priorities and driving alignment among multiple stakeholders.
• Knowledge of incident response, service restoration, root cause analysis, and recovery practices.
• Familiarity with ITIL-based processes and incident management best practices.
• Strong documentation skills and attention to detail when recording incidents, actions, and outcomes.
• Ability to work overnight shifts and participate in on-call support.

Preferred Skills

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent experience.
• ITIL Foundation certification.
• Incident management, project management, or other technical certifications.
• Experience supporting cybersecurity-related incidents.
• Exposure to production readiness reviews and business continuity practices.
• Experience contributing to process improvement or operational stability initiatives.

Horizontal is committed to building an inclusive environment where diverse perspectives are valued and everyone has the opportunity to contribute and succeed. We encourage candidates from all backgrounds who meet the qualifications to apply and join a team that values equity, respect, and collaboration.