IT Incident Manager

External Job Posting TitleIT Incident ManagerJob Description Please do not respond to direct messages with your personal information. All job applications and your sensitive, personal information should only be submitted via our official job platform. Internal Job Title: Production ManagerLocation: Atlanta, GA (Sandy Springs - Hybrid)FLSA: ExemptPosition OverviewThe Production Manager oversees day-to-day production operations with a strong focus on incident response, observability (ITOM), problem resolution, and production management. This role ensures efficient production workflows while serving as the central point of control during production-impacting incidents. Operating in a high-paced and mission-critical environment, the Production Manager facilitates cross-functional response efforts, drives timely incident resolution, and ensures production stability across systems, processes, and teams. This role bridges operational leadership with structured incident management practices to minimize business impact and maintain continuous service availability.Key ResponsibilitiesServe as the primary production incident facilitator, ensuring seamless coordination during all production-impacting events.Act as the first point of contact for production incidents, including providing or managing after-hours support as required.Initiate, manage, and lead production incident bridge calls, ensuring all necessary stakeholders (IT, Operations, Quality, Engineering, Vendors) are engaged.Manage Operations Center staff and processes (ITOM), ensuring potential incidents are predicted and detected through our monitoring systems, operations staff is trained and empowered to resolve issues, and guide the evolution and expansion of our ITOM systems.Lead, mentor, and develop teams responsible for Operations Center and ITOM processesEnsure production incident tickets are created, assigned, tracked, updated, and closed accurately and comprehensively.Coordinate and deliver clear and timely communications to business partners, leadership, and production support teams during incidents.Ensure that alerts, notifications, and communication channels are monitored for critical production issues and initiate immediate response.Participate in Change, Problem, and Incident Review meetings to analyze trends, review stability metrics, and recommend improvements.Lead or support creation of Root Cause Analysis (RCA) reports and corrective action plans following major incidents.Drive continuous improvement initiatives to enhance production reliability, resilience, and operational efficiency.Job Requirements5+ years of experience in production operations, IT operations, or incident management.Strong understanding of incident response practices and ability to perform under pressure in high-impact scenarios.Experience coordinating cross-functional response teams and managing real-time production events.Experience managing ITOM platforms (DataDog or similar)Strong communication skills with the ability to provide clear direction and timely updates.Familiarity with ITSM tools, production monitoring systems, and collaboration platforms such as Microsoft Teams.Ability to interpret operational data, identify patterns, and drive corrective actions.Preferred ExperienceExperience in industries with high regulatory, operational, or customer-impacting environments.Background with ITIL Incident, Problem, and Change Management frameworks.Experience leading high-severity incident bridges or production war room calls.Knowledge of operational risk, compliance, or systems reliability engineering practices.Experience managing global teams and 24x7 operations.Company Benefits: Medical, Dental, and Vision Insurance Flexible Spending AccountHealth Savings Account 401(k) Plan with Company MatchCompany-paid Short-Term and Long-Term DisabilityCompany-paid Life InsurancePaid Holidays and VacationEmployee Referral ProgramEmployee Assistance ProgramWellness ProgramsPaid Community Service OpportunitiesTuition ReimbursementOngoing Training & Personal DevelopmentAnd More! Company Overview:Safe-Guard Product International serves Original Equipment Manufacturers (OEMs), top retailers, and independent agents in the automotive finance and insurance industry with the leading Protection Products Platform. Our platform delivers innovative protection products and solutions that protect consumers from the perils of ownership, while providing Finance & Insurance professionals with the tools to ignite scalable and sustainable business growth. Safe-Guard's success is driven by over 850 employees, who serve more than 12,000 dealers and support contract holders across the U.S. and Canada.For 30 years and counting, our team continues to transform the motor vehicle space, earning a stellar reputation from our partners and peers by providing: 1) the highest quality protection products in the industry, 2) a broad platform of branded products, technology, marketing, and training solutions, and 3) an unwavering commitment to uncomplicated care and customer service.Safe-Guard Products International is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by federal, state, or local law.

Created: 2026-04-02