Incident Manager

Senior Major Incident Manager – SaaS Product Engineering - Please read these requirements carefully before applying.

Location: Pune, India (Remote)

Experience: 8+ years total, including 4+ recent years with a SaaS product company

Employment Type: Full-Time

Schedule: Rotating 24/7 on-call coverage

About This Opportunity

Not every incident manager is an Incident Commander. We're looking for someone who knows the difference. At KIBO, we operate a sophisticated, enterprise-grade SaaS commerce platform supporting global brands and mission-critical business operations.When something goes wrong, we need someone exceptional taking command. We're looking for a technically strong, decisive Senior Major Incident Manager who understands modern SaaS environments, earns the respect of experienced engineers, and can confidently lead a Severity 1 (Sev1) incident from initial alert through resolution.

This is a high-ownership role where your technical judgment, leadership, communication, and ability to make decisions under pressure directly affect our customers. You won't be the engineer writing the fix. You'll be the person responsible for making sure the right engineers are engaged, the right decisions are made, and the incident is resolved as efficiently as possible.

We have high expectations for this position. We're looking for proven experience, not just certifications or familiarity with incident management terminology.

About KIBO

KIBO is a global SaaS technology company delivering modern, composable digital commerce solutions for B2B, B2C, and D2C organizations. Our platform brings together enterprise eCommerce, Order Management, and Subscriptions, helping businesses simplify complex operations and deliver exceptional customer experiences. Trusted by brands including Ace Hardware, Zwilling, Jelly Belly, Nivel, and Honey Birdette, KIBO powers sophisticated commerce environments where reliability, performance, and scalability matter.

Our technology is built around modern MACH architecture:

• Microservices-based: Independently deployable services supporting scalability and flexibility.
• API-first: Modern integration capabilities connecting complex enterprise ecosystems.
• Cloud-native SaaS: Modern cloud infrastructure designed for enterprise-scale operations.
• Headless: Flexible architecture separating customer experiences from back-end commerce capabilities.

KIBO is MACH Alliance Certified and was recognized as a Leader in The Forrester Wave™: Order Management Systems, Q1 2025. We're also at the forefront of embracing AI and intelligent automation, continually exploring how emerging technologies can improve engineering productivity, operational efficiency, and the experiences we deliver to our customers. Our global team of Kibonauts works in a remote-friendly environment that values technical excellence, accountability, innovation, continuous learning, and customer obsession.

If you enjoy working with talented people, sophisticated technology, and meaningful technical challenges, KIBO offers an opportunity to make a real impact.

What You'll Do

Take Command of Critical Production Incidents

When a Sev1 incident occurs, you're accountable for the response.

• Receive and acknowledge production alerts within established response windows.
• Rapidly assess alerts and customer-reported issues against Sev1 criteria.
• Determine whether an incident meets Sev1 thresholds, even when information is incomplete.
• Open and lead incident bridges, establishing clear command and communication protocols.
• Coordinate engineering, DevOps, Support, and Architecture teams throughout the incident.
• Assign responsibilities, track progress, remove obstacles, and maintain accountability.
• Make timely escalation decisions and engage additional technical resources when required.
• Release engineers and other participants when their contributions are complete.

Apply Strong Technical Judgment

You don't need to write the code, but you must understand the technology well enough to challenge assumptions and ask the right questions.

• Interpret logs, metrics, dashboards, and observability data.
• Understand production signals including elevated error rates, transaction failures, abnormal order volumes, latency, and service degradation.
• Recognize when business-critical transactions have stopped even when conventional error metrics appear normal.
• Understand how APIs, microservices, databases, messaging systems, and cloud infrastructure interact.
• Evaluate potential third-party failures, security concerns, and ambiguous technical conditions.
• Maintain focus on customer impact and restoration of service.

Own Communication and Incident Documentation

• Maintain a clear, accurate incident timeline and centralized communication record.
• Determine when customer communications are required and initiate the appropriate response within established commitments.
• Provide concise, accurate updates to internal leadership and customer-facing teams.
• Confirm incident resolution and formally close the incident.
• Document incident start time, affected services, customer impact, resolution time, and key decisions.
• Produce professional, client-ready Root Cause Analysis (RCA) reports in collaboration with engineering.
• Prepare documented triage decisions when an event does not qualify as a Sev1.
• Identify recurring incident patterns and recommend improvements to runbooks, monitoring, and incident response procedures.

Participate in 24/7 Incident Coverage

You'll join a small team of incident leaders providing rotating, around-the-clock coverage.

The rotation is designed to maintain sharp incident-response skills, clear accountability, and consistent operational readiness.

What You'll Need — Mandatory Qualifications

Please read these requirements carefully before applying.

SaaS Product Company Experience

• Minimum 4 years of recent, direct employment with a SaaS software product company.
• Experience supporting and operating a company's own software product in a live production environment.
• Understanding of the operational complexity associated with cloud-based, multi-service SaaS platforms.

Important: Candidates whose experience is primarily in IT services, outsourcing, managed services, consulting, or traditional IT infrastructure support will not meet our requirements.

We are specifically seeking professionals who have worked within SaaS product engineering or technical operations organizations.

Professional Experience

• Minimum 8 years of relevant experience in technical operations, production support, incident management, or related engineering functions.
• Demonstrated experience personally serving as Incident Commander or Major Incident Manager for critical production incidents.
• Proven ability to coordinate multiple technical teams during high-severity incidents.
• Experience making time-sensitive decisions with incomplete or evolving information.
• Strong understanding of structured incident management, escalation, and post-incident review practices.

Technical Capabilities

• Strong understanding of modern distributed SaaS architectures.
• Working knowledge of AWS, Azure, or Google Cloud.
• Familiarity with Kubernetes, Docker, microservices, REST APIs, databases, and messaging technologies.
• Hands-on familiarity with monitoring, observability, and paging platforms such as Splunk, Grafana, Prometheus, PagerDuty, Opsgenie, or equivalent tools.
• Ability to interpret technical logs, production metrics, application behavior, and system dependencies.
• Understanding of ITIL-aligned incident and problem management principles.

Leadership and Communication

• Exceptional composure and decision-making under pressure.
• Confidence leading experienced engineers and senior technical stakeholders.
• Ability to maintain one clear conversation during a major incident.
• Strong prioritization, organization, and follow-through.
• Excellent spoken and written English.
• Ability to prepare concise executive communications and technically credible, customer-facing RCA reports.
• Willingness to take ownership, make difficult decisions, and acknowledge uncertainty when necessary.
• Availability for rotating 24/7 on-call responsibilities.

Additional Experience That Will Set You Apart

We are particularly interested in candidates who bring:

• Experience with enterprise commerce, retail technology, payments, or high-volume transaction platforms.
• Familiarity with checkout, order routing, inventory availability, fulfillment, and related commerce workflows.
• Experience managing incidents involving complex microservices and API integrations.
• Experience in high-availability, business-critical SaaS environments.
• A track record of improving incident response procedures, reducing recovery times, or identifying recurring production problems.
• Experience mentoring incident responders or technical operations professionals.
• Exposure to enterprise-approved AI/GenAI tools for incident analysis, observability, or RCA preparation, with appropriate security and validation practices.

Our Hiring Process — What to Expect

We take technical hiring seriously.

Our goal is to identify professionals who have genuine technical depth, proven experience, strong judgment, and the ability to succeed in a demanding SaaS production environment.

Our interview process is designed to give candidates a clear understanding of our expectations while allowing us to evaluate their individual capabilities.

Step 1: Live Video Recruiter Screen

A conversation focused on your professional background, recent SaaS product-company experience, major incident leadership, technical environment, and career objectives.

Step 2: Interview with the Hiring Leader

A deeper discussion about your experience leading critical incidents, managing engineering teams, making decisions under pressure, and communicating with stakeholders.

Step 3: Live Technical Interview

An interactive technical evaluation covering distributed SaaS architecture, production monitoring, incident triage, technical decision-making, and realistic Sev1 incident scenarios.

We want to understand how you think, how you evaluate information, and how you respond when the stakes are high.

Behavioral and Cognitive Assessments

Candidates will also complete behavioral and cognitive assessments as part of our selection process.

Our Policy on AI During Interviews

At KIBO, we don't just embrace AI — we are committed to being at the forefront of putting it to work.

We actively champion AI, intelligent automation, and emerging technologies to help our teams innovate faster, solve complex problems, and continuously improve how we operate. We want people who are excited about AI, understand its potential, and know how to use it responsibly.

However, there is one important distinction: During our interview process, we want to evaluate you, not an AI-generated version of you.

Our interviews are designed to understand your personal technical knowledge, experience, communication skills, critical thinking, and ability to make decisions independently.

During live interviews, the use of AI tools to generate answers, provide real-time coaching, or assist with technical responses is not permitted unless explicitly authorized by the interviewer.

If we determine that a candidate is using unauthorized AI assistance during an interview, we will politely conclude the interview and discontinue the selection process. We want to meet the real you — your experience, your judgment, your abilities, and your potential.

Why Join KIBO

• Work with modern, MACH-certified enterprise SaaS technology.
• Join a company committed to advancing AI adoption and intelligent automation.
• Collaborate with highly skilled engineers and technical leaders around the world.
• Take ownership of critical production incidents with meaningful business impact.
• Join a global, remote-friendly organization that values trust, accountability, and professional growth.
• Work in an environment where technical excellence, sound judgment, and continuous improvement are valued.
• Receive competitive compensation and applicable health, wellness, time-off, and employee benefits.

Are You the Right Person

We're intentionally selective about who joins our technical organization. We're looking for professionals who have earned the confidence of engineering teams, demonstrated sound judgment during real production outages, and understand what it means to own a critical incident from beginning to end. If you have the SaaS product-company experience, technical depth, and incident leadership skills we're looking for, we'd like to hear from you.

If your background is primarily in traditional IT services, service desk operations, or incident ticket coordination, this position is unlikely to be the right fit. Bring your experience. Bring your judgment. Bring your best.

At KIBO, we celebrate and support differences. KIBO is an equal opportunity employer committed to providing employment opportunities without discrimination based on race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status, or other legally protected characteristics.