Sr. Manager, Incident Management - Europe Remote

Vista is the design and marketing partner to millions of small businesses worldwide to professionally promote their business with quality printed and digital marketing products at an affordable price! Over 80 product teams in our engineering department build and operate frontends, services, data pipelines, and ML models with a “You Build It, You Run It” principle.

Incident management at Vista is all about uncovering the unknown and helping our organization to continually increase its operational posture. It goes beyond pure remediation and plays a crucial role in learning from incidents and driving learning for the organization as a whole. The Incident Management team's primary goal is to reduce the likelihood of major incidents, minimize impact, and reduce the duration of incidents across the services we build and operate. We support teams in identifying, triaging, and coordinating the remediation of production incidents, both large and small. We help teams to be prepared for future incidents by advising on monitoring and alerting practices, running incident drills, and sharing of best practices. It's an exciting time to join our team as we continue to prioritize operational excellence so that all our experiences delight our customers.

What You Will Do :

The Senior Manager, Incident Management will oversee the Incident Management team within Vista Engineering. This role is crucial for advancing our service operations and incident remediation maturity. The successful candidate will drive initiatives to proactively improve our incident preparedness and our organization’s maturity in running 500+ services. They will optimize our processes and systems to reduce MTTD and MTTR, champion organizational learning from incidents, and strengthen communication and stakeholder relationships.

Leadership and Strategy :

• Develop and implement a strategy for Incident Management to improve incident identification, handling, reporting, and prevention.
• Establish, align, and communicate clear priorities, objectives, and key results.
• Lead, mentor, and develop a global, follow-the-sun team of incident managers.
• Oversee incident resolution to minimize customer and business impact.
• Improve our incident management procedures.
• Enhance the quality, rigor, and technical depth of our post-mortem analyses.
• Establish a culture of continuous learning and blameless retrospectives.
• Ensure action items get implemented.

Continuously Grow the Organizational Maturity :

• Define and implement organizational-wide initiatives to measure the health of our systems (SLIs / SLOs) and to improve triaging and resolving of incidents.
• Share lessons learned to prevent the recurrence of similar issues.

Reporting and Metrics :

• Improve our key performance indicators (KPIs) to measure our ability to react to incidents.
• Use data-driven insights to identify trends and areas for improvement.
• Disseminate and review regular updates and KPIs with the organization and senior leadership.

Stakeholder Engagement :

• Build and maintain strong relationships with stakeholders across Product Development, CARE, Categories, or Merchandising.
• Act as a point of escalation for incidents.

Your Qualifications :

• Bachelor's or Master's degree in Information Technology, Computer Science, or a related field
• Experience in a senior leadership role in Incident Management
• Exceptional leadership, coaching, and team management skills
• Familiarity with operating models in large, complex tech organizations.
• Strong communication and stakeholder management skills in a global organization.
• Experience in driving reliability initiatives, such as improving incident responses, implementing reliability goals, or chaos engineering.
• Excellent problem-solving and analytical abilities.

Nice to Have :

• Experience in driving organizational change across the organization to increase incident response and resilience.
• Technical understanding of cloud-based architectures and a systems thinker ability to go deep with Engineers on a technical level.
• Experience with incident management, tracking, and observability tools, such as PagerDuty, Incident.io / FireHydrant, NewRelic, QuantumMetrics, or Cortex.

Why You'll Love Working Here :

There is a lot to love about working at Vista. We are an award-winning Remote-First company. We’re an inclusive community. We’re growing (which means you can too). And to help orient us all in the same direction, we have our Vista Behaviors which exemplify the behavioral attributes that make us a culturally strong and high-performing team.

About Us :

Vista is the design and marketing partner to millions of small businesses around the world. For over 20 years we’ve been inspired by small businesses, and we work incessantly to deliver solutions to their evolving needs. VistaCreate, 99designs by Vista, and VistaPrint, all under the parent brand Vista, represent a full-service design, digital, and print solution, elevating small businesses’ presence in physical and digital spaces and powering them to achieve success. Vista is focused on making great marketing and design accessible to every small business owner, allowing them to create a cohesive brand image for use in-store, online, and on-the-go.

Commitment to Diversity, Equity, & Inclusion :

Vista exists to help our customers live their dreams. Each dream is unique – and the Vista team needs to be as well. We believe in the unique contributions of everyone within a diverse global organization. We are collaborative, inclusive, and innovative. We strive to role model and live an inclusive culture of fairness, respect, and belonging for all. And we work together to empower each other, creating a space in which each of us can spark our next great idea.

Equal Opportunity Employer :

Vista, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status, or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.