Incident Manager

Job Description:

Are you obsessed with data, partner success, taking action, and changing the game? If you have a whole lot of hustle and a touch of nerd, come work with Pattern! We want you to use your skills to push one of the fastest-growing companies in the US to the top of the list. 

Pattern is the leader in global e-commerce and marketplace acceleration, headquartered in Utah's Silicon Slopes tech hub—with offices in Asia, Australia, Europe, and the Middle East. Hundreds of global brands — including Bosch, Nestlé, Stance, TUMI, and Panasonic — rely on the company’s e-commerce acceleration platform to grow their online sales on direct-to-consumer websites, online marketplaces, and other digital channels in more than 60 countries, all while managing fulfillment and logistics. With last year's revenue exceeding $1 Billion, Pattern has been named one of the fastest growing tech companies in North America by Deloitte and one of best-led companies by Inc. We place employee experience at the center of our business model and have been recognized as one of Newsweek’s Global Most Loved Workplaces®.

We need an Incident Manager to be responsible for ensuring uptime, minimizing customer impact, and fostering a culture of operational excellence. You will lead Pattern’s incident management program, drive accountability, and create a learning culture. When not actively engaged in incident management, you will contribute to the tech department by helping to manage projects. This is your chance to help shape a program that will continue to grow and have a large impact for years to come.

 This is a full-time role and will work a hybrid schedule based in Lehi, Utah.

Frequently Asked Questions

What is a day in the life of an Incident Manager?

• Program Leadership: Design, implement, and manage a comprehensive Incident Management Program (IMP) that aligns with Pattern's operational needs and goals.

• Incident Response: Coordinate and drive the response to incidents, ensuring timely resolution and minimal impact.

• Stakeholder Communication: Effectively communicate incident status, updates, and post-incident reviews to technical teams, executive leadership, and other stakeholders.

• Post-Incident Analysis: Lead blameless postmortems and root cause analysis (RCA) to identify areas for improvement and prevent future incidents.

• Process Improvement: Develop, measure, and continuously improve incident management processes, tools, and metrics.

• Tooling and Automation: Utilize and optimize existing tools (PagerDuty, Datadog, Slack, Jeli) to enable fast and coordinated responses, and explore automation opportunities.

• Training and Enablement: Provide training and support to teams on incident management best practices and tools.

• Project Management Support: Assist in the planning, execution, and monitoring of tech department projects, ensuring they are delivered on time and within scope. This includes defining project tasks, tracking progress, and coordinating resources.

What will I need to thrive in this role?

• 5+ years of experience in a technical operations role, with a focus on incident management.

• Deep understanding of incident management best practices and methodologies (e.g., ITIL).

• Experience with monitoring and alerting tools (e.g., Datadog, PagerDuty).

• Excellent written and verbal communication skills to clearly convey complex technical information to a range of stakeholders.

• Demonstrated experience in leading technical teams through incident resolution.

• Strong analytical and problem-solving skills, with the ability to drive root cause analysis.

• Leadership mindset with a strategic approach to balancing operational needs with business priorities.

• Familiarity with cloud environments and microservices architectures.

• Experience with post-incident review tools like Jeli is a plus.

• Experience with Slack for incident communication and collaboration.

• Basic understanding of project management principles (e.g., project planning, scheduling, risk management).

• Ability to organize, prioritize, and manage multiple tasks and projects simultaneously.

What does high performance look like?

• You ensure timely and effective incident response.

• You drive thorough and actionable post-incident analysis.

• You proactively identify areas for improvement in incident management processes.

• You collaborate effectively with cross-functional teams.

• You communicate clearly and concisely to all stakeholders.

• You take ownership of the incident management program and drive its success.

• You effectively contribute to the successful delivery of tech department projects.

What is the team like?

The team is focused on maintaining system reliability, minimizing downtime, and continuously improving our incident management practices. They are collaborative, data-driven, and committed to fostering a blameless learning culture.

What is my potential for career growth?

This is an outstanding opportunity to shape the reliability of one of the fastest-growing ecommerce accelerators. You will report to the VP of Technology and work closely with engineering and operations leadership. Pattern promotes an environment of mentorship, professional development, and mutual support—a place where innovative ideas are welcomed and every team member's contributions matter.

Sounds great! What’s the company culture?

We are looking for individuals who are:

• Game Changers- A game changer is someone who looks at problems with an open mind and shares new ideas with team members, regularly reassesses existing plans and attaches a realistic timeline to goals, makes profitable, productive, and innovative contributions, and actively pursues improvements to Pattern’s processes and outcomes.

• Data Fanatics- A data fanatic is someone who recognizes problems and seeks to understand them through data, draws unbiased conclusions based on data that lead to actionable solutions, and continues to track the effects of the solutions using data.

• Partner Obsessed- An individual who is partner obsessed clearly explains the status of projects to partners and relies on constructive feedback, actively listens to partner’s expectations, and delivers results that exceed them, prioritizes the needs of your partners, and takes the time to create a personable experience for those interacting with Pattern.

• Team of Doers- Someone who is a part of a team of doers uplifts team members and recognizes their specific contributions, takes initiative to help in any circumstance, actively contributes to supporting improvements, and holds themselves accountable to the team as well as to partners.

What is the hiring process?

• An initial phone interview with Pattern's talent acquisition team

• Behavioral interview with Pattern’s Sr. Director of Engineering

• Career timeline interview with Pattern’s Chief Information Officer

• Reference checks

• Executive review

• Offer

How can I stand out as an applicant?

• Discuss professional accomplishments with specific data to quantify examples

• Provide insights on how you can add value and be the best addition to the team

• Focus on mentioning how you would be partner obsessed at Pattern

• Share experience on any side projects related to data and analytics

Why should I work at Pattern?

Pattern offers big opportunities to make a difference in the ecommerce industry! We are a company full of talented people that evolves quickly and often. We set big goals, work tirelessly to achieve them, and we love our Pattern community. We also believe in having fun and balancing our lives, so we offer awesome benefits that include

• Unlimited PTO

• Paid Holidays

• Onsite Fitness Center

• Company Paid Life Insurance

• Casual Dress Code

• Competitive Pay

• Health, Vision, and Dental Insurance

• 401(k) match. Pattern matches 100% of the first 3% in eligible compensation deferred and 50% of the next 2% in eligible compensation deferred. 

Pattern provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability, status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Pattern is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.