Incident Manager WEBEX

Job Overview
We are seeking a Webex Incident Commander to lead real‑time incident management for Webex/Spark services. The role requires strong operational discipline, excellent communication skills, and the ability to manage high‑severity incidents through effective bridge handling and cross‑team coordination.

"Key Responsibilities

- Act as the Incident Commander for Webex/Spark services, leading Major Incident (IM) and Problem Management (PM) processes end‑to‑end.

- Own and manage incident bridges, ensuring timely engagement, clear communication, and structured resolution.

- Coordinate with engineering, platform, network, and external teams to restore services within defined SLAs.

- Provide clear verbal and written communication to stakeholders, including incident updates, status reports, and post‑incident summaries.

- Use ITSM tools (ServiceNow preferred) to log, track, and manage incidents and problem records.

- Perform initial technical triage using knowledge of Virtualization, Cloud, Kubernetes, VMware, Linux, and Networking.

- Drive root cause analysis (RCA) and ensure follow‑up actions are identified and tracked to closure.

- Participate in continuous improvement of incident management workflows and operational readiness."

What are the Mandatory skills and skill proficiencies required for this position?

"- Strong hands‑on experience in Incident Management and Problem Management operations

- Excellent bridge handling and stakeholder communication skills

- Experience with ITSM tools (ServiceNow preferred)

- Basic working knowledge of Cloud Architecture, Kubernetes, VMware, Linux, and computer networking"

What are the Optional skills and skill proficiencies for this position?

"- ITIL certification

- Experience with log analysis tools (ElasticStack, Kibana, Grafana)

- Familiarity with JIRA and monitoring tools (ThousandEyes, SolarWinds

Pay: $40.00 - $45.00 per hour

Work Location: In person