Senior manager [h1.location_city]

Description

About Us :   At Sitecore, our mission is to simplify how brands reach, engage, and serve people by delivering intelligent, personalized digital experiences that connect the world. We empower the world’s most iconic brands to build lifelong relationships with their customers—seamlessly, smartly, and at scale. As the leading provider of agentic digital experience software, Sitecore brings together content, commerce, and data into one composable platform that enables brands to deliver millions of meaningful, adaptive experiences every day. Trusted by global leaders such as American Express, Porsche, Starbucks, and L’Oréal, Sitecore helps brands transform engagement through experiences that are not only personalized, but predictive and dynamic. Our foundation is our people—a diverse, passionate, and collaborative global team spanning over 25 countries. We believe that every experience matters, and that belief starts with how we work together. guide how we lead, innovate, and connect. They are the behaviors that bring our mission and vision to life, every day, in every interaction.As we continue to evolve, we are actively cultivating AI skills across our teams to unlock new levels of creativity, efficiency, and insight. From engineering to customer experience, AI capabilities are becoming integral to how we design, build, and deliver the next generation of digital experiences. Learn more at Sitecore.com  About the Role : Sitecore is seeking an experienced and dynamic Senior Incident Manager to join our team.The Senior Incident Manager is the calm center of gravity during Sitecore’s most critical customer-impacting events. This leader owns the end-to-end management of high-severity incidents, bringing clarity, pace, and control to complex and high-pressure situations.He acts as the single point of accountability for restoring service quickly (aligned with ITIL’s primary incident objective) while communicating clearly, managing stakeholders with confidence, and coordinating the right technical resources — regardless of time zone or hour of night.This role is pivotal in protecting customer trust, improving customer experience, and upholding Sitecore’s brand reputation. What You’ll Do : ITIL-Aligned Incident Leadership

• Lead all Major Incidents from detection to closure, ensuring rapid restoration of service per ITIL best practices.
• Instantly mobilise the right engineers, architects, product SMEs, SREs, and Support teams
• Take full command of the situation — establish roles, define next actions, set timelines, and maintain tight control throughout the incident lifecycle.
• Drive the incident toward rapid resolution while safeguarding quality, stability, and customer confidence.
• Ensure all incidents follow defined workflows, escalations, documentation standards, and communication paths.

Communication & Stakeholder Management

Post-Incident Analysis

Continuous Improvement & Operational Excellence

What You Need to Succeed :

Additional Skills That Could Set You Apart :

Compensation information : base salary ranges from $110k to $145k, with a 10% bonus structureSitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic.