Join a dynamic incident management team where you’ll help restore critical technology services, coordinate cross-functional response efforts, and keep stakeholders informed during high-impact events. This role is ideal for someone who thrives in fast-paced environments, enjoys solving complex problems, and is confident guiding recovery efforts across technical teams.

Responsibilities

• Monitor, assess, and help drive resolution of critical technology incidents and outages affecting enterprise operations
• Proactively investigate potential incidents and engage the right technical support partners as issues emerge
• Lead incident response activities, including triage calls, bridge coordination, and vendor collaboration
• Communicate clearly and consistently with business stakeholders, technical teams, and leadership throughout the incident lifecycle
• Escalate urgent issues appropriately and provide timely progress updates during troubleshooting and remediation
• Document incident timelines, restoration actions, and follow-up items to support post-incident reviews and process improvement
• Partner with teams across monitoring, detection, problem management, and communications to strengthen recovery readiness
• Support production readiness efforts for critical initiatives and help improve incident management processes and metrics
• Participate in rotating on-call support and off-hours coverage, including overnight and weekend needs

Skills

• 3+ years of experience leading technical projects, incidents, or cross-functional initiatives
• Background supporting highly impactful incidents across multiple business areas or technology teams
• Working knowledge of distributed systems, networks, application environments, and mainframe platforms
• Familiarity with ITIL-based incident management practices and service restoration workflows
• Strong decision-making skills and the confidence to guide response efforts in time-sensitive situations
• Excellent communication skills for both technical and non-technical audiences
• Ability to stay organized, composed, and effective under pressure
• Detail-oriented documentation and follow-through skills
• Bachelor’s degree in a related business or science field, or equivalent work experience

Preferred Skills

• ITIL or incident management certification
• Project management certification such as PMP, or a related technical certification
• Experience facilitating high-stakes incident calls and driving cross-functional resolution
• Exposure to production readiness reviews and recovery documentation maintenance
• Experience identifying process gaps and contributing to continuous improvement initiatives
• Ability to adapt quickly in a shifting environment while maintaining professionalism and collaboration

Horizontal is committed to fostering an inclusive, respectful, and equitable workplace where diverse perspectives are valued and all candidates are supported throughout the hiring process. We encourage applicants from all backgrounds to apply and bring their unique experiences to the team.