Job description
About Nexcess
Nexcess provides specialty cloud solutions for organizations where performance and compliance have to coexist. We serve businesses worldwide, from agencies scaling client sites to enterprises running mission-critical operations. We've built our reputation on deep technical expertise and genuine partnership with every client we work with. Behind every environment we manage is a team of people who take the craft seriously and keep showing up when it matters.
Overview
The Information Security Incident Manager is responsible for leading and coordinating the organization’s Security Incident Management program to ensure timely response, effective communication, operational accountability, and continuous improvement across infrastructure and platform operations. This role serves as the central coordination point during operational incidents, service disruptions, and high-severity events impacting internal systems, infrastructure, or customer environments.
The Security Incident Manager will have a hands-on role and partner closely with Infrastructure, Platform Engineering, Security Engineering, Support, Incident Management, and Leadership teams to drive incident response processes, facilitate communication, coordinate escalations, and ensure operational standards are consistently followed. This position is also responsible, along with the incident management team, for improving incident management maturity through trend analysis, post-incident review processes, reporting, and corrective action tracking.
This role requires strong organizational leadership, operational judgment, communication skills, and the ability to remain composed in high-pressure operational environments.
Compensation: The compensation range for this position is between $120k-$140k
Responsibilities
Lead and coordinate operational incident response activities for infrastructure, platform, hosting, and customer-impacting events
Serve as Security Incident Commander or facilitate incident coordination during high-severity operational events
Ensure incident response processes are consistently followed including identification, escalation, engagement, assessment, resolution, communication, and post-mortem review
Facilitate operational bridge calls, escalation management, stakeholder coordination, and incident tracking activities
Monitor active incidents to ensure accountability, urgency, and proper escalation procedures are maintained
Assist with after-hours escalation coordination as necessary during major operational events
Contribute to Incident Outcomes and Action Review (IOAR) meetings and post-mortem reviews
Analyze operational incidents, outages, and trends to identify recurring failures and improvement opportunities
Develop and maintain incident response documentation, operational procedures, escalation workflows, and governance standards
Produce monthly reporting related to incidents, service disruptions, response metrics, and operational trends
Partner with operational leadership to improve incident response maturity, communication standards, and organizational accountability
Communicate effectively with both technical and non-technical stakeholders during high-pressure operational events
Promote operational transparency, accountability, and process adherence across teams
Assist with reinforcing best practices related to incident handling, escalation management, and operational communication
Additional duties as assigned
Requirements
4+ years of experience in Information Technology, Infrastructure Operations, Hosting Operations, Platform Reliability, or related technical environments
Bachelor’s Degree in Information Technology, Business Administration, or related field, or equivalent practical experience
Proven history of Linux Incident Response & Forensics
Ability to perform Advanced Log Analysis & System Auditing
Ability to perform Network & Socket Triage
Experience managing escalations and coordinating cross-functional technical teams
Excellent written and verbal communication skills
Strong organizational, analytical, and problem-solving abilities
Ability to manage multiple priorities and remain composed in high-pressure operational situations
Experience facilitating post-mortem reviews and corrective action tracking
Ability to exercise independent judgment during operational incidents and escalations
Preferred Qualifications
Experience working within hosting, cloud infrastructure, managed services, SaaS, or enterprise operations environments
Familiarity with monitoring, alerting, observability, and operational workflow platforms
Experience supporting 24x7 operational environments
Project Management or operational governance experience
Work Environment
The physical demands described here are representative of those that must be met by an individual to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
While performing the essential duties of this job, the individual is regularly required to speak and hear
While performing the essential duties of this job, the individual is regularly required to use hands for keyboarding, gross manipulation, and fine manipulation
Works at a desk and computer screen for extended periods of time
Works in a traditional climate controlled office environment or from home
Works in a highly stressful environment dealing with a wide variety of challenges, deadlines and diverse employee population
Disclaimer
This job description is only a summary of the typical functions of the position. It is not intended to be an exhaustive or comprehensive list of all job responsibilities, tasks, or duties. Additional duties and tasks may be assigned as part of the job function. Liquid Web Inc. reserves the right to modify, interpret, or apply this job description in a way that best supports the organizational needs. The job description in no way creates or implies an employment contract. The employment contract remains “at will”.
Equal Employment Opportunity Policy: Liquid Web is committed to offering equal employment opportunity without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.