Manager, Incident Management

About This Role As Manager, Incident Management at KIBO, you lead the team that owns Sev1 response for our global commerce platform. You run a team of Incident Managers, you own the Sev1 process itself — the severity bar, the playbook, the deadlines, and the escalation path — and you command Sev1 bridges yourself. You are accountable for what comes out of every incident. RCAs go to the client complete and on time. Sev1 KPIs are monitored and reported, and you know which way each one is moving. And the pattern across incidents gets found rather than lost: when the same cause keeps returning, you bring it to the CTO, CPO, and CCO with a clear read on what has to change in the platform, in the product, or in how we operate. About KIBO KIBO is a composable digital commerce platform for B2C, D2C, and B2B organizations who want to simplify the complexity in their businesses and deliver modern customer experiences. KIBO is the only modular, modern commerce platform that supports experiences spanning B2B and B2C Commerce, Order Management, and Subscriptions. Companies like Ace Hardware, Zwilling, Jelly Belly, Nivel, and Honey Birdette trust KIBO to bring simplicity and sophistication to commerce operations and deliver experiences that drive value. KIBO's cutting-edge solution is MACH Alliance Certified and has been recognized by Forrester, Gartner, IDC, Internet Retailer, and TrustRadius. KIBO has been named a leader in The Forrester Wave™: Order Management Systems, Q1 2025 and in the IDC MarketScape report "Worldwide Enterprise Headless Digital Commerce Applications 2024 Vendor Assessment." By joining KIBO, you will be part of a team of Kibonauts all over the world in a remote-friendly environment. Whether your job is to build, sell, or support KIBO's commerce solutions, we tackle challenges together with the approach of trust, growth mindset, and customer obsession. What You'll Do Take your own shifts in the Incident Manager rotation — carry the page, triage, command the bridge, and write the RCA, on the same terms as your team Own the team's operating model — coverage, rotation cadence, and handoffs — so Sev1 command is always claimed on time and never depends on one person being reachable Hire, train, and coach three Incident Managers; certify each one through shadowing before they command a bridge alone Own the severity standard — the Sev1 criteria, the per-service baseline thresholds, and the client-contact decision test — and keep it applied consistently across every IM and every shift Be the escalation point when an IM's call is challenged, including client-driven pressure to open a bridge that does not meet the criteria; where an override is warranted, make sure it comes with an RCA that tests whether it was justified Own the First Call playbook and the triage runbooks, and keep the rule that they only grow from real incidents — one incident, one entry Run problem management: turn recurring incidents and RCA findings into permanent fixes with named owners and committed dates, and chase them to closed rather than to filed Own Sev1 KPI monitoring and reporting — volume, deadline adherence, and repeat-cause trends — with a clear read on what is improving and what is not Identify the patterns across Sev1s and take them to the CTO, CPO, and CCO as specific recommendations: what to fix in the platform, what to change in the product, and what to change in how we operate Tune the severity thresholds against each service's real numbers so the bar reflects actual traffic patterns by hour and weekday, including tighter thresholds for top-tier accounts and peak periods Partner with DevOps and Engineering on alert quality — reduce the pages that carry no signal, and close the gaps where a real outage produces no page at all Own the paging configuration: rotation order and cadence, acknowledgement windows, automatic escalation timers, and corresponding automation, so no incident depends on one person being awake Keep the IM roster, pod-to-account mapping, and escalation contacts published and current