Technical Incident Manager, Tier 3

M3 (www.m3as.com) is a leading provider of hospitality-specific software solutions, delivering cloud-based tools for hotel accounting, financial reporting, labor management, payroll, and business intelligence. Built by hoteliers for hoteliers, M3 empowers hotel owners, operators, and management companies to streamline back-office operations, reduce costs, gain real-time insights, and drive portfolio performance across thousands of properties in North America and beyond.

Description Summary:        

The Tier 3 Technical Incident Manager is responsible for helping to coordinate and drive the end-to-end lifecycle of production incidents across Support, Technical Operations, Product, QA, Cloud/Infrastructure, and Engineering. This role acts as the traffic cop for escalated support cases ensuring that each incident is correctly classified, assigned to the right team, and progressed without delay. The Tier 3 Technical Incident Manager focuses on process, flow, communication, coordination, and accountability. They ensure that Tier 3 work is aligned, escalations are clean, severity is accurate, and the appropriate resources are engaged.  This position will also perform troubleshooting and defect validation as needed. The Tier 3 Technical Incident Manager leads incident calls, owns communication, facilitates root cause analysis, and drives post-incident follow-up to ensure long-term improvement.

Essential Duties:

The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties. 

• Incident Coordination
  • Serve as the central point of coordination for all major incidents, ensuring incidents are triaged, classified, and routed to the correct area from Tier 3 (Product, Engineering, Cloud/Infrastructure, Security, etc.).
  • Ensure clean and consistent handoffs between Operations Tier 2 to Tier 3 and beyond, validating that all required details, logs, steps, and impact statements are present.
  • Monitor aging incidents and ensure cases do not stall due to lack of ownership or unclear responsibility.
  • Engage appropriate technical teams quickly when escalation triggers are met.
  • Ensure Tier 3 engineers are brought in for defect validation or deeper technical analysis when required.
  • Participates in an on-call rotation for P1/P2 incident response and may be required to respond outside of standard business hours, including evenings, weekends, and holidays.
  • Coordinate response to security-related incidents in partnership with the Security team, ensuring proper classification, containment actions, stakeholder notification, and evidence preservation consistent with SOC 2 and ISO compliance obligations.
• Severity Assessment & Prioritization
  • Validate and confirm incident severity levels (P1–P4) based on business impact, customer impact, and urgency.
  • Coordinate with Tier Leads to ensure severity changes are communicated, documented, and acted on.
  • Adjust priorities based on new information gathered from Tier teams or customer feedback.
• Incident Command & Communication
  • Act as the Incident Commander for P1/P2 events, driving timelines, identifying owners, and keeping the resolution effort focused.
  • Coordinate real-time communication between Support, Engineering, Product, Cloud/Infrastructure, and leadership.
  • Send timely incident updates to internal teams as appropriate.
  • Maintain clear documentation of incident progress, decisions, and next steps.
• Root Cause Analysis & Post-Incident Reviews
  • Facilitate RCA sessions (Tier 3 performs the technical root cause work; Tier 3 Technical Incident Manager coordinates).
  • Work with Tier 3 Support Engineers to ensure technical validation, reproduction results, and defect details are incorporated into RCA, documentation, and incident summaries.
  • Ensure accurate timeline development, contributing factors, and improvements are captured.
  • Track corrective actions with Engineering, Product, and Operations until closure.
  • Identify patterns and recurring issues; partner with Tier Leads and Product for prevention.
• Process & Operational Excellence
  • Maintain and continuously improve the Incident Management framework, workflows, escalation paths, and communication templates.
  • Ensure alignment with ITIL best practices.
  • Drive operational readiness across Support tiers, including escalation triggers, communication templates, and runbooks.
  • Identify breakdowns in process or handoff quality and recommend improvements.
  • Coordinate with Engineering and Release Management on emergency change requests, hotfixes, and rollbacks during active incidents, ensuring change control processes are followed even under time pressure.
• Metrics, Reporting & Insights
  • Own MTTA, MTTR, incident frequency, recurrence metrics, and SLA compliance reporting.
  • Provide weekly and monthly incident summaries to leadership.
  • Identify gaps in detection, monitoring, or logging and drive improvements with Ops and Engineering.
• Other duties as assigned.

Education/Training/Experience:

• 5+ years’ experience in IT operations, Technical Support, Service Desk, NOC, SRE coordination, or similar role.
• Bachelor’s degree in information technology, Computer Science, or a related field preferred; or 5+ years of directly relevant experience in a comparable incident management or SRE coordination role in lieu of degree.
• Experience managing or coordinating production incidents in a SaaS or enterprise technical environment.
• Exposure to cloud environments (Azure preferred).
• Familiarity with ITIL Incident & Problem Management frameworks preferred.
• Proficiency with incident management and ticketing platforms required; experience with incident.io, Azure DevOps, and Salesforce Service Cloud strongly preferred. Familiarity with observability/monitoring tools (Azure Monitor, Application Insights, or equivalent) is a plus.
• Experience working with support tiers and escalation models (Tier 1 → Tier 2 → Tier 3).
• Strong communication, facilitation, and cross-functional coordination skills.
• Ability to manage high-pressure situations and drive rapid consensus among technical teams.
• Strong analytical and problem-solving skills are required.