Note: The job is a remote job and is open to candidates in USA. Nexcess provides specialty cloud solutions where performance and compliance coexist. The Information Security Incident Manager le and coordinates security and operational incident response, facilitates communication and escalations during high-severity events, and drives post-incident analysis, reporting, documentation, and continuous improvement.
Responsibilities
Lead and coordinate operational incident response activities for infrastructure, platform, hosting, and customer-impacting events
Serve as Security Incident Commander or facilitate incident coordination during high-severity operational events
Ensure incident response processes are consistently followed including identification, escalation, engagement, assessment, resolution, communication, and post-mortem review
Monitor active incidents to ensure accountability, urgency, and proper escalation procedures are maintained
Assist with after-hours escalation coordination as necessary during major operational events
Contribute to Incident Outcomes and Action Review (IOAR) meetings and post-mortem reviews
Analyze operational incidents, outages, and trends to identify recurring failures and improvement opportunities
Develop and maintain incident response documentation, operational procedures, escalation workflows, and governance standards
Produce monthly reporting related to incidents, service disruptions, response metrics, and operational trends
Partner with operational leadership to improve incident response maturity, communication standards, and organizational accountability
Communicate effectively with both technical and non-technical stakeholders during high-pressure operational events
Promote operational transparency, accountability, and process adherence across teams
Assist with reinforcing best practices related to incident handling, escalation management, and operational communication
Additional duties as assigned
Skills
4+ years of experience in Information Technology, Infrastructure Operations, Hosting Operations, Platform Reliability, or related technical environments
Bachelor's Degree in Information Technology, Business Administration, or related field, or equivalent practical experience
Proven history of Linux Incident Response & Forensics
Ability to perform Advanced Log Analysis & System Auditing
Ability to perform Network & Socket Triage
Experience managing escalations and coordinating cross-functional technical teams
Excellent written and verbal communication skills
Strong organizational, analytical, and problem-solving abilities
Ability to manage multiple priorities and remain composed in high-pressure operational situations
Experience facilitating post-mortem reviews and corrective action tracking
Ability to exercise independent judgment during operational incidents and escalations
While performing the essential duties of this job, the individual is regularly required to speak and hear
While performing the essential duties of this job, the individual is regularly required to use hands for keyboarding, gross manipulation, and fine manipulation
Works at a desk and computer screen for extended periods of time
Works in a traditional climate controlled office environment or from home
Works in a highly stressful environment dealing with a wide variety of challenges, deadlines and diverse employee population
Experience working within hosting, cloud infrastructure, managed services, SaaS, or enterprise operations environments
Familiarity with monitoring, alerting, observability, and operational workflow platforms
Project Management or operational governance experience
Benefits
Works in a traditional climate controlled office environment or from home
Company Overview
Specialized cloud solutions for organizations in highly regulated, compliance-driven industries that prioritize performance & control. It was founded in 2000, and is headquartered in Lansing, Michigan, USA, with a workforce of 1001-5000 employees. Its website is https://www.nexcess.com/.