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Contractual Incident Commander Jobs (NOW HIRING)

STN Inc

Site Reliability Engineer

San Francisco, CA · Remote

$67.25 - $89.25/hr

The SRE defines and enforces SLOs aligned with contractual SLAs, builds the observability stack ... Strong incident management experience including major-incident command Preferred qualifications

Tokio Marine HCC

Principal DFIR Consultant

Act as the "Incident Commander" for insureds or their representatives during cyber incidents ... Write, or is a major contributor to, management/technical reports or contractual documents.

Tokio Marine HCC

Principal DFIR Consultant

Houston, TX · On-site

$122.30 - $269.50/hr

Client Management And EngagementAct as the "Incident Commander" for insureds or their ... Write, or is a major contributor to, management/technical reports or contractual documents.Present ...

NEOGOV

Director I, Security Operations

La Plata, MD · On-site

... the Incident Commander for cybersecurity events, coordinating containment, eradication, and ... partners. • Enforce contractual security requirements and review SOC 2, ISO 27001, and ...

MyMichigan Health

Construction Manager

Midland, MI · On-site

Manages subcontractors and the construction team to meet contractual conditions of performance. (25 ... NIMS IS 100: NIMS IS 100 Introduction Incident Command System Equivalent Experience: Within 6 ...

Motional

Director, Commercial Operations

Las Vegas, NV · On-site

Command Center & Incident Management Oversight: * Provide executive oversight of real-time fleet ... Partner with Commercial and Business Development teams to support partner success and contractual ...

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How much do contractual incident commander jobs pay per year?

As of Aug 8, 2026, the average yearly pay for contractual incident commander in the United States is $53,456.00, according to ZipRecruiter salary data. Most workers in this role earn between $59,000.00 and $59,500.00 per year, depending on experience, location, and employer.
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Contractual Incident Commander jobs near you

Manager, Hosting Service Delivery

AssetWorks LLC

Wayne, PA • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 23 days ago

Job description

Job Summary:
We are seeking a dynamic and customer-focused Manager, Hosting Service Delivery to lead the operational delivery of our SaaS offerings. This individual will play a critical role in ensuring service reliability, managing incident response, and delivering a high-quality customer experience across all hosted environments.
The ideal candidate is equal parts operational leader, customer advocate, and cross-functional coordinator-capable of managing high-pressure incidents, aligning internal teams, and ensuring our SaaS services consistently meet performance, availability, and customer satisfaction expectations.
Job Description:
Key Responsibilities
Service Delivery & SLA Ownership
  • Own and ensure end-to-end delivery of SaaS services aligned with contractual SLAs and performance commitments
  • Define, track, and report on key service KPIs (availability, response times, resolution times, customer impact)
  • Act as the accountable leader for overall service health across all environments

Incident Management & Operational Leadership
  • Lead high-severity (P1/P2) incidents as the primary escalation point and incident commander
  • Drive the full incident lifecycle, including detection, triage, escalation, mitigation, and resolution
  • Coordinate cross-functional teams to minimize service disruption and accelerate restoration
  • Ensure incident response processes, SLAs, and communication standards are consistently met

Customer Communication & Stakeholder Management
  • Serve as the primary operational liaison between customers, Customer Success, and internal teams
  • Provide clear, timely, and transparent communication during incidents, maintenance, and service changes
  • Translate technical issues into business-friendly messaging for customers and executive stakeholders
  • Build trust with customers through proactive communication and accountability

Monitoring & Operational Oversight
  • Oversee monitoring and operational management of all production and non-production environments
  • Ensure proactive identification of performance risks and service degradation
  • Validate operational readiness for releases, upgrades, and infrastructure changes

Cross-Functional Coordination
  • Act as the central coordination point between Platform Engineering, DevOps, DBA, Support, and Implementation teams
  • Align priorities and manage dependencies across internal stakeholders
  • Remove operational blockers and ensure effective execution of service-related activities

Continuous Improvement & Service Excellence
  • Lead post-incident reviews (RCA) to identify root causes and drive corrective actions
  • Analyze incident trends and operational metrics to identify systemic improvements
  • Partner with platform and engineering teams to enhance reliability, scalability, and performance
  • Improve processes related to monitoring, alerting, incident response, and service delivery

Governance & Risk Management
  • Ensure adherence to security, compliance, and audit requirements (e.g., SOC, ISO)
  • Maintain service documentation, operational procedures, and audit readiness
  • Identify and mitigate operational risks impacting service delivery

Tools & Platforms
  • Own and oversee the effective use of service management, incident response, and collaboration tools that support SaaS operations
  • Ensure tools such as PagerDuty, ManageEngine, Jira, and Confluence are configured, optimized, and consistently utilized across the team
  • Establish standards and best practices for incident tracking, escalation management, documentation, and knowledge sharing
  • Drive improvements in alerting, ticketing workflows, and reporting dashboards to increase operational efficiency and visibility
  • Partner with platform and engineering teams to integrate monitoring, observability, and automation capabilities across tools
  • Ensure accurate and timely documentation of incidents, changes, and operational procedures within knowledge management platforms

Team Leadership & Development
  • Recruit, lead, and mentor a team responsible for service monitoring, incident coordination, and customer communication
  • Establish clear roles and operational expectations within the team
  • Foster a culture of accountability, continuous improvement, and customer-first thinking
  • Develop team capabilities in incident management, service operations, and communication

Reporting & Executive Visibility
  • Provide regular reporting on service performance, incidents, and customer impact
  • Deliver executive-level updates during major incidents and service disruptions
  • Support customer QBRs with operational insights and improvement plans

Qualifications
Required
  • 5+ years of experience in SaaS operations, IT service management, or platform operations
  • 2+ years of leadership experience managing operational or service delivery teams
  • Strong experience in incident management, SLA-driven environments, and customer-facing operations
  • Experience with ITIL Change Management practices, including participation in and facilitation of Change Advisory Board (CAB) meetings and governance processes
  • Proven ability to lead cross-functional teams in high-pressure situations
  • Excellent communication skills with the ability to simplify complex technical issues for non-technical stakeholders

Preferred
  • Customer-focused mindset: Passionate about delivering exceptional service and outcomes
  • Operational leader: Strong decision-making ability in high-pressure, time-sensitive situations
  • Collaborative: Skilled at aligning diverse teams across engineering, operations, and customer-facing roles
  • Outcome-oriented: Driven to improve KPIs such as availability, MTTR, and customer satisfaction
  • Tooling expertise: Experience with service management, incident response, and collaboration tools such as PagerDuty, ManageEngine, Jira, and Confluence
  • Experience in enterprise SaaS environments, particularly supporting government or regulated industries
  • Familiarity with ITIL, SRE practices, or service management frameworks
  • Technical understanding of cloud infrastructure, DevOps, and database operations

Benefits:
  • Generous Paid Time Off
  • 11 Paid Holidays
  • Medical, Dental, Vision, Life insurance benefits with various choices and generous employer contribution
  • 401k with employer match which immediately vests
  • Annual Company Bonus
  • Career growth and mentoring opportunities as a smaller business unit within the Volaris Group
  • Tuition Reimbursement Program
  • Employee rewards and recognition programs
  • Optional Employee Stock Purchase Program with company match
  • Pet insurance
  • Employee Discount Platform discounted entertainment tickets to movies, sporting events, hotels, live performances, etc.
  • Referral bonuses
  • Employee engagement events
  • Flexible remote work arrangements

Worker Type:
Regular
Number of Openings Available:
1

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