Senior Incident Manager

Lambda, The Superintelligence Cloud, is a leader in AI cloud infrastructure serving tens of thousands of customers. Our customers range from AI researchers to enterprises and hyperscalers. Lambda's mission is to make compute as ubiquitous as electricity and give everyone the power of superintelligence. One person, one GPU.

We are seeking a Senior Incident Manager to lead critical incident response across our AI data center infrastructure. This role is responsible for coordinating rapid resolution of service-impacting events, improving operational resilience, and driving incident management best practices across infrastructure, networking, platform engineering, and data center operations.

Role Overview The Senior Incident Manager is responsible for leading the end-to-end lifecycle of operational incidents impacting AI infrastructure and data center services. This individual acts as the central command point during major incidents, ensuring rapid triage, cross-team coordination, effective communication, and structured post-incident analysis.

What You'll Do

• Incident Leadership

Lead the response to critical (SEV-1 / SEV-2) incidents impacting AI infrastructure, GPU clusters, networking, storage, and data center operations. Serve as the Incident Commander during major outages, coordinating engineering, networking, facilities, and vendor teams. Act as the liaison between leadership and external teams during incidents / post-incidents to provide updates and status summaries. Establish clear incident timelines, triage actions, and resolution plans.

• Incident Management Operations

Own the incident response lifecycle including: Assisting Technical Triage Escalation Coordination Resolution Post-incident review Ensure timely and accurate communication with internal stakeholders and leadership. Maintain incident response documentation and operational playbooks. Conduct analysis on incidents and identify patterns / trends for improvement in response and systems reliability. Work in an On-Call Rotation to respond to, lead, and coordinate incidents.

• Cross-Functional Coordination

Work closely with: Data center operations Infrastructure engineering & operations Network engineering Platform reliability engineering Security operations Hardware and facility vendors Drive alignment during outages involving multiple infrastructure layers.

• Post-Incident Analysis & Continuous Improvement

Lead post-incident reviews (PIRs) and root cause analysis. Identify systemic reliability gaps and implement corrective actions. Track incident metrics including MTTR, MTTD, and incident recurrence rates.

• Operational Excellence

Improve incident response processes, escalation paths, and tooling by working with technical support and engineering teams.. Contribute to runbooks, operational standards, and reliability frameworks. Support implementation of automation and observability improvements.

• Communication & Reporting

Provide executive-level incident summaries and reports. Deliver clear, concise updates during active incidents. Maintain incident dashboards and operational health reporting.

Requirements

• 8+ years experience in incident management, site reliability engineering, or infrastructure operations

Experience managing incidents in large-scale distributed infrastructure environments Strong understanding of: Data center operations GPU compute clusters Networking and storage infrastructure Cloud or hybrid infrastructure platforms Proven ability to lead high-pressure incident response situations Experience with incident management frameworks (ITIL, SRE, or equivalent) Excellent communication and stakeholder management skills Experience with incident tracking and monitoring tools such as: PagerDuty ServiceNow Jira Datadog Prometheus / Grafana

Nice to Have

• Experience operating AI or HPC infrastructure

Background in SRE, infrastructure engineering, or data center operations Familiarity with high-density GPU environments (NVIDIA clusters, InfiniBand networks) Experience with hyperscale or colocation data center environments Knowledge of automation and incident response tooling Knowledge of and experience with Incident command system (ICS) Experience in leading and developing incident command from scratch

Key Competencies

• Incident Command & Leadership
• Operational Decision Making
• Cross-Team Coordination
• Root Cause Analysis
• Crisis Communication
• Infrastructure Reliability

What Success Looks Like in This Role

• Reduced Mean Time to Resolution (MTTR) for critical incidents
• Improved cross-team incident coordination
• High-quality post-incident reviews and corrective actions
• Increased infrastructure reliability and operational maturity