Incident Manager

At Sectigo, we align around our mission and pride ourselves in helping thousands of customers sleep better at night.

Sectigo is the most innovative provider of certificate lifecycle management (CLM), delivering comprehensive solutions that secure human and machine identities for the world’s largest brands. Sectigo’s automated, cloud-native CLM platform issues and manages digital certificates across all certificate authorities (CAs) to simplify and improve security protocols within the enterprise. Sectigo is one of the largest, longest-standing, and most reputable CAs with more than 700,000 customers and two decades of delivering unparalleled digital trust.

“When people think Online trust management, they think Sectigo because we offer our customers unparalleled peace of mind.”

How we show up with each other and our customers every day is just as important, and we win as #OneSectigo by living out our core values - Support, Excellence, Communication, Teamwork, Integrity, Growth and Openness. We are committed to investing in our diverse teams where everyone understands their role and how they support our strategic goals, we drive operational excellence through scale and efficiency, and we strive to delight our customers and become the market leader in our industry. If you aspire to join a driven team that holds each other accountable to meeting our lofty goals and you’d like to be part of our growth story in delivering a market leading user experience, we’d like to talk to you.

We are looking for a talented Incident Manager to join our growing global team at Sectigo.

The Incident Manager plays a critical role in ensuring the stability and resilience of the organization’s technology services by leading the response to unplanned service interruptions and driving rapid restoration of service.

This role represents a unique and exciting opportunity to build and mature the incident management function from the ground up. The successful candidate will design, implement, and operationalize incident management processes, standards, and governance while partnering closely with infrastructure, application, security, and business teams. In addition to managing live incidents, the Incident Manager will establish best practices, define severity models, improve communication workflows, and embed a culture of continuous improvement across the incident lifecycle.

This is a full-time and remote position based in the U.S., ideally based in Eastern Time. The target compensation package for this role is between 100,000 and 110,000 base, subject upon internal equity and years of experience.  We may make further adjustments through an approval process if the targeted compensation range needs to be modified based on business needs and market trends.

Here are the core functions, responsibilities, and expectations for this role: 

• Lead critical incident response: Own and coordinate Sev 1 and Sev 2 incidents, ensuring timely engagement of technical teams, effective decision-making, and rapid service restoration.
• Build incident management processes from the ground up: Define incident severity models, escalation paths, roles, and responsibilities, Establish standardized incident response, communication, and resolution workflows, create runbooks, playbooks, and operating procedures to support consistent execution
• Incident command and communication: Serve as the central point of coordination during major incidents, providing clear, timely, and accurate communication to technical teams, leadership, and business stakeholders.
• Lifecycle ownership: Manage incidents from detection through resolution, post-incident review, and closure, ensuring accountability at every stage.
• Documentation and reporting: Maintain detailed incident records, timelines, and outcomes; develop dashboards and metrics to track trends, performance, and areas for improvement.
• Continuous improvement: Analyze incident data to identify systemic issues, recurring patterns, and opportunities to reduce incident frequency and impact.
• Problem management integration: Lead root cause analysis (RCA) efforts and, when applicable, initiate and track problem management activities through to resolution.
• Domestic and international travel as required for site support, meetings, and projects.
• Perform additional duties aligned with company initiatives and evolving business needs.
• Additional tasks associated with this position may be assigned in response to company initiatives and business needs.

Education:

• Bachelor’s degree in computer science, information technology, or related field is strongly preferred.

Experience:

• Minimum of 3+ years of proven experience in an incident management role is required.
• Demonstrated experience leading or coordinating major incidents in complex, fast-paced environments.
• Experience designing, improving, or scaling operational processes is highly desirable.

Ideal Candidate Profiles, Talents, and Desired Qualifications:

• Strong knowledge of IT service management, including ITIL or COBIT.
• Proven ability to design and implement operational processes, not just execute existing ones.
• Excellent managerial skills and ability to collaborate and work with teams’ members from multiple organizations.
• Proficiency in ITSM service desk solutions, preferably Freshservice or any of the other comparable tools, such as, ServiceNow.
• Excellent analytical, problem-solving, and troubleshooting skills, with the ability to drive diagnoses and resolve complex service issues.
• Effective communication and interpersonal skills, with the ability to collaborate with cross-functional teams, articulate technical concepts to non-technical stakeholders, and mentor junior staff.
• Ability to analyze high volume of technical data and work in a fast-paced environment in the resolution of incidents.
• Broad knowledge of infrastructure, network, database and applications to be able to identify and engage required resources to ensure streamline resolutions to incidents.

All your information will be kept confidential according to EEO guidelines.

Global team. Global reach. Global impact.

At Sectigo, we believe doing good is good business. Our strength and our success come from our team of passionate, engaged individuals who make a difference, both locally and globally. Our commitment to engagement is rooted in an unconditionally inclusive workforce, embodying our unique perspectives, heritages, and backgrounds, all as diverse as the experiences of each Sectigo employee. Importantly, we strive to be recognized not only as the CLM leader but also for our intentional efforts to promote employees into the roles that most challenge and excite them, into experiences that allow them to grow their interests as we grow the business. We are committed to bringing a little bit of fun and a whole lot of happiness into everything we do so that our work – and our team members – reflect the positive outcomes we deliver to our customers every day.