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Precisely · 2 weeks ago

Senior Development Incident Manager

United States

Full-time

Remote

Senior Level, Lead/Staff

10+ years exp

Precisely is the leader in data integrity, empowering businesses to make confident decisions based on trusted data. As a Senior Development Incident Manager, you will lead a global development team, manage critical customer escalations, and resolve complex technical issues.

Big DataCloud Data ServicesData IntegrationData Management

H1B Sponsor Likely

Hiring Manager

Daniel Rosenman

Responsibilities

Lead and mentor a global L3 Engineering team handling critical customer escalations and resolving technical issues

Solid team management/leadership experience for at least 10-15 people including hiring and performance reviews

Oversee the full development escalation lifecycle—from intake, triage, action planning, resolution, closure and ultimately product deliverables

Serve as the primary escalation liaison across customer, support, engineering, product management and C-Suite leadership teams to negotiate final resolutions safeguarding revenue from license renewals and new deployments

Drive root-cause analysis (RCA) and lessons-learned cycles, championing continuous improvement

Develop and deliver support KPIs, dashboards, incident reports, and escalate to weekly operational reviews

Engage proactively with customers to gather feedback and build trust during high-pressure escalations

Collaborate with product and engineering teams to triage defects, deliver timely bug fixes, and champion product changes to reduce customer issues and increase customer satisfaction

Hands on Enterprise software application product experience in past with Java stack, understanding build, deploy and CI/CD process. Strong enough to technically challenge team members and customers

Qualification

Incident managementITIL frameworksCustomer escalationsEnterprise software deploymentJavaCloud TechnologiesKubernetesStakeholder managementPerformance tuningDatabase managementNetworkingSystem integrationAgile software developmentSupport toolingOperational reportingTeam management

Required

10+ years in enterprise technical operations, especially with IBM Sterling B2Bi or equivalent platforms

Proven experience managing customer escalations and leading Engineering teams

Demonstrated expertise in incident management, ITIL frameworks, RCA, SLA enforcement, and escalation governance

Exceptional stakeholder management and communication skills under pressure (Both internal and external. C-Suite level preferred.)

Skilled at juggling team and release priorities based on customer competing priorities

Deep and detailed knowledge of enterprise software deployment, configuration, and management

Solid understanding of database management, operating systems, networking, system integration, and performance tuning

Fundamental Java, Cloud Technologies, Kubernetes knowledge

Preferred

Hands-on familiarity with on-prem IBM B2Bi infrastructure (AS2, SFTP, FTP, encryption, EDI protocols)

Experience with support tooling (Salesforce, KCS, ticketing systems) and operational reporting dashboards

Exposure to hybrid or cloud migration strategies as part of evolving support models

Extensive agile software development experience

SRE mindset: setting and managing SLIs/SLOs, implementing self-healing systems (auto-scaling, failover), and enhancing reliability and availability

Company

Precisely

Glassdoor4.1

Precisely is a data integrity company that specializes in data integration, data quality, and location intelligence.

Founded in 1968

Burlington, Massachusetts, USA

1001-5000 employees

https://www.precisely.com

H1B Sponsorship

Precisely has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2025 (1)

2024 (2)

2023 (6)