Incident Manager

Job Description:

AssetMark is a leading strategic provider of innovative investment and consulting solutions serving independent financial advisors. We provide investment, relationship, and practice management solutions that advisors use in helping clients achieve wealth, independence, and purpose.

The Job/What Youll Do:

We are looking for an experienced Incident Manager to own the end-to-end lifecycle of production issues across our technology platforms and services.

This role goes beyond traditional incident coordination. Incident Managers are hands-on operators responsible for driving rapid service restoration, resolving issues directly whenever possible, and eliminating recurring problems at their source.

You will work across the full technology stack-partnering with engineering, infrastructure, and operations teams-to ensure reliable system performance and a high-quality user experience.

This is a high-visibility role that requires strong technical judgment, clear communication under pressure, and a bias toward action. You will play a critical role in improving system reliability while helping teams spend less time firefighting and more time building.

This role participates in a 24/7 operating model, including on-call responsibilities.

We can only consider candidates for this position who are able to accommodate a hybrid work schedule and are close to our Charlotte, NC office.

Responsibilities:

End-to-End Problem Management (Sev1-Sev5)

Own production issues from detection through full resolution

Quickly assess impact and assign severity (Sev1-Sev5)

Lead triage, investigation, and resolution efforts

Maintain clear ownership throughout the lifecycle, regardless of which teams are involved

Drive fast, effective restoration of service

Resolve More, Closer to the Team

Directly investigate and resolve issues whenever possible

Partner closely with operations and reliability teams to resolve issues without unnecessary escalation

Reduce dependency on engineering teams for repeat or well-understood problems

Build reusable knowledge and patterns to improve team self-sufficiency

Root Cause Analysis & Prevention

Perform and/or lead root cause analysis (RCA)

Identify recurring patterns and systemic weaknesses

Drive fixes that prevent entire classes of issues from recurring

Ensure issues are fully resolved-not just temporarily mitigated

Incident Leadership & Communication

Lead real-time response for high-impact production issues

Coordinate cross-functional teams with clarity and urgency

Communicate clearly with stakeholders, including leadership, during active incidents

Provide structured updates on impact, progress, and next steps

Process, Tooling & Continuous Improvement

Improve incident management processes, workflows, and operating models

Build and maintain runbooks and response procedures

Identify opportunities for automation and better monitoring

Ensure high-quality documentation and knowledge sharing

What You Bring

Required Experience & Skills

5+ years of experience in incident management, site reliability engineering (SRE), production operations, or similar roles

Proven ability to lead and resolve production issues under pressure

Strong technical breadth across systems, applications, and infrastructure

Ability to diagnose and troubleshoot issues directly, not just coordinate response

Excellent communication skills-clear, concise, and composed under pressure

Strong sense of ownership and accountability

Analytical mindset with strong problem-solving skills

Preferred Qualifications

Experience in high-availability, large-scale production environments

Familiarity with tools such as ServiceNow, Jira Service Management, or PagerDuty

Experience with cloud platforms (AWS, Azure, or GCP)

Familiarity with monitoring and observability tools

Knowledge of ITIL frameworks (helpful, but not required)

How We Measure Success

Success in this role is defined by outcomes:

Faster time to restore service (MTTR)

More issues resolved directly within the incident management / operations function

Reduction in high-severity issues (Sev1 / Sev2)

Fewer recurring issues due to strong root cause resolutio