Senior Incident Manager

At Truelogic, we are a leading provider of nearshore staff augmentation services headquartered in New York. For over two decades, we've been delivering top-tier technology solutions to companies of all sizes, from innovative startups to industry leaders, helping them achieve their digital transformation goals.

Our team of 600+ highly skilled tech professionals, based in Latin America, drives digital disruption by partnering with U.S. companies on their most impactful projects. Whether collaborating with Fortune 500 giants or scaling startups, we deliver results that make a difference.

By applying for this position, you're taking the first step in joining a dynamic team that values your expertise and aspirations. We aim to align your skills with opportunities that foster exceptional career growth and success while contributing to transformative projects that shape the future.

Our client is a leading publicly traded financial services company specializing in the U.S. mortgage market, operating a comprehensive end-to-end platform that supports loan origination, servicing, and investment management. With a strong, people-centered culture and a unified mission, the organization works collaboratively to help millions of individuals achieve homeownership across the full mortgage lifecycle, while driving innovation, operational excellence, and long-term value in a dynamic, results-oriented environment.

The Senior Incident Manager is a mission-critical IT Operations role responsible for leading and coordinating enterprise incident response. Acting as the first point of escalation during major service disruptions, this position focuses on rapid service restoration rather than technical troubleshooting. The role orchestrates communications across technical teams, vendors, and business stakeholders, ensuring clear updates, controlled execution, and continuous improvement through post-incident analysis.

• Lead incident bridge calls during critical system events, acting as the Incident Commander.

• Coordinate response efforts across IT, infrastructure, application, and vendor teams to minimize downtime and business impact.

• Prioritize rapid service restoration over root cause investigation during active incidents.

• Escalate issues to leadership and key stakeholders as appropriate.

Post-Incident Activities

• Drive the Root Cause Analysis (RCA) process for recurring or high-severity incidents.

• Collaborate with third-party vendors when incidents are vendor-related.

• Ensure all incident records and documentation are complete and accurate in the incident management system.

• Prepare executive-level incident reports summarizing key insights, trends, and performance metrics.

• Own both ad hoc and recurring reporting to inform leadership and IT teams.

Stakeholder Communication

• Provide timely, transparent updates throughout the incident lifecycle.

• Maintain clear communication with technical leads, leadership, and business stakeholders.

• Act as a trusted liaison between technical and non-technical teams.

Continuous Improvement

• Identify gaps and inefficiencies in incident management processes.

• Partner with leadership to implement improvements that enhance speed, clarity, and resolution quality.

Standards, Compliance & Culture

• Ensure compliance with ITIL processes, audit requirements, and internal standards.

• Reinforce a culture of accountability, quality, and operational readiness.

• Participate in on-call rotations, including nights and weekends (1-week rotation; 6 PM – 6 AM PT coverage for major outages).

• 5+ years of experience in incident management or IT operations within enterprise environments.

• Proven ability to manage high-severity IT incidents with calm, structure, and clarity.

• Strong knowledge of ITIL standards and the full incident lifecycle.

• Exceptional verbal and written communication skills, especially with executive stakeholders.

• Experience coordinating multiple teams under high-pressure conditions.

• Hands-on experience with PagerDuty, ServiceNow, New Relic, CloudWatch, or similar monitoring and incident platforms.

• Experience leading, mentoring, or coordinating others.

• Ability to multitask, work under pressure, and remain composed during critical incidents.

• Bachelor's degree in IT, Computer Science, or a related field.

• AWS training or certification.

• Experience in financial services or the mortgage industry.

• Exposure to AI/ML-based monitoring or automation tools in incident management.

• 100% Remote Work: Enjoy the freedom to work from the location that helps you thrive. All it takes is a laptop and a reliable internet connection.

• Highly Competitive USD Pay: Earn an excellent, market-leading compensation in USD, that goes beyond typical market offerings.

• Paid Time Off: We value your well-being. Our paid time off policies ensure you have the chance to unwind and recharge when needed.

• Work with Autonomy: Enjoy the freedom to manage your time as long as the work gets done. Focus on results, not the clock.

• Work with Top American Companies: Grow your expertise working on innovative, high-impact projects with Industry-Leading U.S. Companies.

• A Culture That Values You: We prioritize well-being and work-life balance, offering engagement activities and fostering dynamic teams to ensure you thrive both personally and professionally.

• Diverse, Global Network: Connect with over 600 professionals in 25+ countries, expand your network, and collaborate with a multicultural team from Latin America.

• Team Up with Skilled Professionals: Join forces with senior talent. All of our team members are seasoned experts, ensuring you're working with the best in your field.

Apply now