Why This Job is Featured on The SaaS Jobs
This Incident Manager role stands out in SaaS because it sits at the intersection of product reliability and customer experience, where recurring service issues can directly affect renewals and enterprise trust. With Netomi positioned as an AI platform used by large global brands, incident handling is less about isolated outages and more about maintaining dependable, always-on workflows that customers embed into frontline operations.
For a SaaS career path, incident management builds durable operating skills that translate across B2B software environments: structured triage, stakeholder communications, and measurable service restoration. The emphasis on post-incident analysis and trend reporting also creates exposure to the feedback loops SaaS companies rely on to improve reliability over time, including translating technical events into operational metrics and process changes.
This role tends to fit professionals who prefer being a coordinating force during high-impact events, aligning multiple teams around a clear resolution path and consistent updates. It also suits those who value disciplined frameworks such as ITIL and enjoy turning ambiguous disruptions into repeatable playbooks, rather than focusing solely on deep specialization in one system or codebase.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About the Company:
Netomi is the leading agentic AI platform for enterprise customer experience. We work with the largest global brands like Delta Airlines, MetLife, MGM, United, and others to enable agentic automation at scale across the entire customer journey. Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case. Backed by WndrCo, Y Combinator, and Index Ventures, we help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences.
Want to be part of the AI revolution and transform how the world’s largest global brands do business? Join us!
About the role
An Incident Manager plays a critical role in ensuring the effective and efficient handling of incidents within an organisation. They are responsible for managing the entire lifecycle of incidents, from identification and logging to resolution and post-incident analysis. Their primary goal is to minimize the impact of incidents on business operations and ensure that services are restored as quickly as possible.
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Responsibilities
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**Incident Identification and Logging:** - Receive incident reports from various sources such as monitoring tools, users, or other IT teams. Ensure that all incidents are properly documented, including details such as the nature of the incident, affected systems, and initial assessment of impact.
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**Incident Categorization and Prioritization:** - Categorize incidents based on their nature, severity, and impact on business operations. Prioritize incidents according to predefined criteria, considering factors such as criticality, urgency, and potential business impact.
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**Coordination and Communication:** - Act as the central point of contact for all stakeholders involved in incident management. Coordinate with various teams, including support teams, technical specialists, and management, to ensure timely resolution of incidents. Provide regular updates to stakeholders on the status of ongoing incidents, including progress made and expected resolution times.
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**Incident Resolution:** - Facilitate the resolution of incidents by providing support and guidance to technical teams. Ensure that appropriate resources are allocated to address incidents based on their priority and complexity. Monitor the progress of incident resolution activities and escalate as necessary to meet SLAs or restore service within agreed timeframes.
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**Post-Incident Analysis and Reporting:** - Conduct thorough post-incident reviews to identify root causes and contributing factors. Document lessons learned and recommendations for process improvements to prevent recurrence of similar incidents. Generate incident reports and metrics to track performance, analyze trends, and identify areas for improvement.
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**Incident Management Process Improvement:** - Continuously review and refine incident management processes and procedures to enhance efficiency and effectiveness. Implement best practices and industry standards to improve incident response capabilities. Provide training and guidance to team members and other stakeholders to ensure adherence to incident management policies and procedures.
Requirements
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Bachelor's degree in computer science, information technology, or a related field.
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Proven experience in incident management or a similar role within an ITIL-based framework.
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Strong analytical and problem-solving skills, with the ability to prioritize and manage multiple incidents simultaneously.
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Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.
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Knowledge of IT service management tools and incident tracking systems.
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Familiarity with ITIL or other IT service management frameworks.
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Ability to remain calm and focused under pressure, with a sense of urgency to resolve incidents and minimize business impact.
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Netomi is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.
