Senior Development Incident Manager

Overview: As a Sr. Development Incident Manager, you will lead a global development team, manage critical customer escalations, and resolve complex technical issues. You’ll coordinate between customers, support, engineering, product management and leadership providing prioritized short-term and long-term solutions including driving root-cause analysis and continuous team process improvement.

What you will do:

• Lead and mentor a global L3 Engineering team handling critical customer escalations and resolving technical issues.
• Solid team management/leadership experience for at least 10-15 people including hiring and performance reviews
• Oversee the full development escalation lifecycle—from intake, triage, action planning, resolution, closure and ultimately product deliverables
• Serve as the primary escalation liaison across customer, support, engineering, product management and C-Suite leadership teams to negotiate final resolutions safeguarding revenue from license renewals and new deployments
• Drive root-cause analysis (RCA) and lessons-learned cycles, championing continuous improvement.
• Develop and deliver support KPIs, dashboards, incident reports, and escalate to weekly operational reviews.
• Engage proactively with customers to gather feedback and build trust during high-pressure escalations.
• Collaborate with product and engineering teams to triage defects, deliver timely bug fixes, and champion product changes to reduce customer issues and increase customer satisfaction.
• Hands on Enterprise software application product experience in past with Java stack, understanding build, deploy and CI/CD process. Strong enough to technically challenge team members and customers.

What we are looking for:

• 10+ years in enterprise technical operations, especially with IBM Sterling B2Bi or equivalent platforms.
• Proven experience managing customer escalations and leading Engineering teams.
• Demonstrated expertise in incident management, ITIL frameworks, RCA, SLA enforcement, and escalation governance.
• Exceptional stakeholder management and communication skills under pressure (Both internal and external. C-Suite level preferred.).
• Skilled at juggling team and release priorities based on customer competing priorities.
• Deep and detailed knowledge of enterprise software deployment, configuration, and management.
• Solid understanding of database management, operating systems, networking, system integration, and performance tuning.
• Fundamental Java, Cloud Technologies, Kubernetes knowledge.

Preferred Requirements:

• Hands-on familiarity with on-prem IBM B2Bi infrastructure (AS2, SFTP, FTP, encryption, EDI protocols).
• Experience with support tooling (Salesforce, KCS, ticketing systems) and operational reporting dashboards.
• Exposure to hybrid or cloud migration strategies as part of evolving support models.
• Extensive agile software development experience
• SRE mindset: setting and managing SLIs/SLOs, implementing self-healing systems (auto-scaling, failover), and enhancing reliability and availability.

This is a remote position anywhere in the US

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