Incident Manager – Remote Jobs San Antonio 

Job Type: Incident Manager from home
Location: San Antonio work from home
Company: LivePerson

Join our Follow-the-Sun team as an Incident Manager, responsible for providing 24×5 coverage and weekend on-call rotations. You will lead and support potential and actual business-critical incidents, promote ITIL methodology, and enhance operational production management processes. Additionally, you’ll analyze incident data to create informative dashboards and collaborate with senior technical management.

Responsibilities:

• Work remotely from home in a Follow-the-Sun model.
• Provide high-touch, white-glove level service.
• Manage technical incidents with a focus on business impact and risk.
• Communicate technical information in business language.
• Coordinate incident bridges and engage engineering teams.
• Conduct post-incident review meetings.
• Oversee problem, change, and event coordination.
• Follow up with problem owners and manage business risk exposures.
• Coordinate critical changes during production environment freeze periods.
• Liaise with change requestors and obtain necessary approvals.
• Coordinate teams during critical events.

Requirements:

Desired Skills:

• Advocate for best practices in service operations and production management.
• Promote ITIL methodology.
• Familiarity with ServiceNow, Grafana, Kibana, and Google products.

Qualifications:

• 5+ years of total work experience, with 3+ years in incident management.
• ITILv4 certified.

Benefits:

• Competitive salary based on location, skills, experience, and certifications.
• Comprehensive benefits package, including health, dental, vision, and mental health coverage.
• Generous time-off policies.
• Financial benefits, including 401K and ESPP.
• Family support programs, including parental leave and fertility services.
• Professional development opportunities.
• Work-from-home support.
• Access to professional counselors and exclusive perks and discounts.

Join our team and make an impact in incident management while enjoying the benefits of remote work and a supportive work environment.