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ManagerFull-timeRustAWSAI
Salary Range
$129,200 - $174,800 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
The Data Center Incident Program Manager is responsible for designing, operating, and continuously improving the end-to-end incident management lifecycle across mission-critical data center environments. This role owns the “before, during, and after” mechanics of incidents, establishing standards and playbooks in steady state, serving as Incident Commander during active events, and driving structured post-incident review and corrective action to closure.
Key Responsibilities
- →Define and maintain incident severity levels, classification criteria, and escalation thresholds
- →Establish end-to-end incident response standards and operating cadence
- →Build and maintain governance artifacts including runbooks and reporting templates
- →Create and operationalize notification trees and stakeholder communication templates
- →Define clear RACI across Facilities, Hardware Ops, Network, Security, and vendor/partner teams
- →Set and manage SLAs/OLAs for acknowledgment, escalation, containment, mitigation, and reporting
- →Implement and run incident management tooling and ensure integrations with monitoring systems
- →Establish dashboards and program health metrics to track incident performance
- →Lead readiness activities including tabletop exercises and cross-functional simulations
- →Serve as Incident Commander as needed, declaring severity and driving structured execution
- →Maintain real-time documentation and ensure clear restoration objectives during active events
- →Run post-incident reviews and drive structured root cause analysis
- →Define corrective/preventative actions and track to verified closure
- →Publish trend reporting and feed systemic gaps back into design and operations teams
Requirements
- ✓7+ years in mission-critical infrastructure, data center operations, or reliability engineering
- ✓Direct experience leading major incidents (P1/P0 equivalent)
- ✓Strong familiarity with facilities systems, hardware operations, or network infrastructure
- ✓Demonstrated experience running war rooms and executive updates
- ✓Experience conducting root cause analysis and corrective action tracking
- ✓Ability to remain calm and decisive under high-pressure conditions
- ✓Preferred Skills
- ✓Experience in hyperscale or high-density AI compute environments
- ✓Background in facilities commissioning, facility operations, hardware operations, or network reliability
- ✓Familiarity with ISO-based quality systems or structured operational documentation frameworks
- ✓Experience implementing incident tooling (PagerDuty, ServiceNow, Jira, etc.)
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