Program and Incident Manager

Summary

Join iSpot.tv as a Program and Incident Manager, a dual-role position combining technical incident resolution expertise with strategic program leadership. You will manage critical incidents, lead cross-functional programs to enhance operational efficiency, and collaborate with stakeholders. The ideal candidate will ensure smooth incident response and drive programs aligned with business objectives. iSpot.tv offers competitive compensation, including salary, equity, and standard benefits, plus a dynamic work environment. The position requires a Bachelor's degree, 5+ years of experience in incident and/or program management, and strong technical and communication skills. Preferred qualifications include relevant certifications and cloud platform familiarity. iSpot.tv supports a hybrid and flexible workplace.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field
• Minimum 5+ years of experience in incident management and/or program management in a big-data SaaS environment
• Proven track record of handling critical incidents and leading cross-functional programs in a fast-paced environment
• Strong understanding of ITSM frameworks (e.g., ITIL) and incident management best practices
• Experience in establishing and maturing Incident and Change Management Processes
• Expertise in tools like Jira including jira automation, Confluence, StatusPage, PagerDuty etc
• Proficiency in program management methodologies (e.g., Agile, Scrum, Waterfall)
• Hands-on experience with incident tracking tools (e.g., ServiceNow, Jira) and program management tools (e.g., MS Project, Asana)
• Excellent problem-solving, organizational, and multitasking skills
• Strong communication and stakeholder management abilities, with the capacity to manage executive-level interactions

Responsibilities

• Lead the planning, execution, and delivery of cross-functional programs, ensuring alignment with business goals and timelines
• Define program scope, objectives, and success criteria in collaboration with stakeholders
• Manage budgets, resources, and risks associated with program delivery
• Act as a bridge between technical and non-technical teams to ensure program alignment and effective communication
• Organize and lead steering committee meetings, providing regular status updates to leadership
• Develop KPIs to measure program success and ensure continuous improvement
• Use tools like dashboards and reports to provide visibility into program progress and outcomes
• Identify, assess, and mitigate risks to both incidents and program deliverables
• Manage changes to program scope or timeline through structured change management processes
• Act as the primary point of contact for managing high-priority incidents, ensuring timely resolution and minimal impact on business operations
• Coordinate with technical teams, stakeholders, and vendors during incident resolution
• Facilitate post-incident reviews to identify root causes and implement corrective actions
• Provide real-time updates to stakeholders and leadership on incident status, impact, and resolution progress
• Develop comprehensive incident reports, including key metrics, root cause analysis, and preventive recommendations
• Establish and refine incident management processes and escalation protocols
• Implement best-in-class tools to improve incident management efficiency
• Train team members on incident response best practices and tools

Preferred Qualifications

• Certifications: ITIL, PMP, Agile Certified Practitioner (PMI-ACP), or similar
• Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud) and DevOps practices
• Experience with risk management and compliance frameworks

Benefits

• Salary and equity in one of Seattle’s hottest start-ups
• Other standard benefits
• Stock options
• (pre-approved) overtime pay
• Hybrid & Flexible Workplace Policy