Security Incident Manager

About Nexcess

Nexcess provides specialty cloud solutions for organizations where performance and compliance have to coexist. We serve businesses worldwide, from agencies scaling client sites to enterprises running mission-critical operations. We've built our reputation on deep technical expertise and genuine partnership with every client we work with. Behind every environment we manage is a team of people who take the craft seriously and keep showing up when it matters.

Overview

The Security Incident Manager is responsible for leading and coordinating the organization’s incident management program to ensure timely response, effective communication, operational accountability, and continuous improvement across infrastructure and platform operations. This role serves as the central coordination point during operational incidents, service disruptions, and high-severity events impacting internal systems, infrastructure, or customer environments.

The Incident Manager partners closely with Infrastructure, Platform Engineering, Security, Support, and Leadership teams to drive incident response processes, facilitate communication, coordinate escalations, and ensure operational standards are consistently followed. This position is also responsible for improving incident management maturity through trend analysis, post-incident review processes, reporting, and corrective action tracking.

This role requires strong organizational leadership, operational judgment, communication skills, and the ability to remain composed in high-pressure operational environments.

Compensation: The compensation range for this position is between $120k-$140k

Responsibilities

• Lead and coordinate operational incident response activities for infrastructure, platform, hosting, and customer-impacting events
• Serve as Incident Commander or facilitate incident coordination during high-severity operational events
• Ensure incident response processes are consistently followed including identification, escalation, engagement, assessment, resolution, communication, and post-mortem review
• Coordinate cross-functional technical teams during active incidents to ensure timely restoration of services
• Facilitate operational bridge calls, escalation management, stakeholder coordination, and incident tracking activities
• Ensure appropriate internal and customer-facing communications are delivered during operational incidents and maintenance events
• Monitor active incidents to ensure accountability, urgency, and proper escalation procedures are maintained
• Assist with after-hours escalation coordination as necessary during major operational events

• Facilitate Incident Outcomes and Action Review (IOAR) meetings and post-mortem reviews
• Track corrective and preventative action items through completion to reduce repeat incidents and operational risk
• Analyze operational incidents, outages, and trends to identify recurring failures and improvement opportunities
• Develop and maintain incident response documentation, operational procedures, escalation workflows, and governance standards
• Produce monthly reporting related to incidents, service disruptions, response metrics, and operational trends
• Partner with operational leadership to improve incident response maturity, communication standards, and organizational accountability
• Assist in the development and improvement of operational governance processes related to incident management and operational readiness

• Partner cross-functionally with Infrastructure, Platform Engineering, Security, Support, Compliance, and Leadership teams
• Communicate effectively with both technical and non-technical stakeholders during high-pressure operational events
• Promote operational transparency, accountability, and process adherence across teams
• Assist with reinforcing best practices related to incident handling, escalation management, and operational communication

• Additional duties as assigned

Requirements

• 4+ years of experience in Information Technology, Infrastructure Operations, Hosting Operations, Platform Reliability, or related technical environments
• Bachelor’s Degree in Information Technology, Business Administration, or related field, or equivalent practical experience 
• Experience coordinating or leading operational incident response activities in a technical environment
• Strong understanding of Incident Management processes and operational governance practices
• Experience managing escalations and coordinating cross-functional technical teams
• Excellent written and verbal communication skills
• Strong organizational, analytical, and problem-solving abilities
• Ability to manage multiple priorities and remain composed in high-pressure operational situations
• Experience producing operational reporting, documentation, and trend analysis
• Experience facilitating post-mortem reviews and corrective action tracking
• Ability to exercise independent judgment during operational incidents and escalations

Preferred Qualifications

• ITIL Foundations certification
• Experience working within hosting, cloud infrastructure, managed services, SaaS, or enterprise operations environments
• Familiarity with monitoring, alerting, observability, and operational workflow platforms
• Experience supporting 24x7 operational environments
• Project Management or operational governance experience

Work Environment

The physical demands described here are representative of those that must be met by an individual to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• While performing the essential duties of this job, the individual is regularly required to speak and hear
• While performing the essential duties of this job, the individual is regularly required to use hands for keyboarding, gross manipulation, and fine manipulation
• Works at a desk and computer screen for extended periods of time
• Works in a traditional climate controlled office environment or from home
• Works in a highly stressful environment dealing with a wide variety of challenges, deadlines and diverse employee population

Disclaimer

This job description is only a summary of the typical functions of the position. It is not intended to be an exhaustive or comprehensive list of all job responsibilities, tasks, or duties. Additional duties and tasks may be assigned as part of the job function. Liquid Web Inc. reserves the right to modify, interpret, or apply this job description in a way that best supports the organizational needs. The job description in no way creates or implies an employment contract. The employment contract remains “at will”. 

Equal Employment Opportunity Policy: Liquid Web is committed to offering equal employment opportunity without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic.