Incident Manager

KIBO is a composable digital commerce platform for B2C, D2C, and B2B organizations who want to simplify the complexity in their businesses and deliver modern customer experiences. KIBO is the only modular, modern commerce platform that supports experiences spanning B2B and B2C Commerce, Order Management, and Subscriptions. Companies like Ace Hardware, Zwilling, Jelly Belly, Nivel, and Honey Birdette trust KIBO to bring simplicity and sophistication to commerce operations and deliver experiences that drive value.

KIBO's cutting-edge solution is MACH Alliance Certified and has been recognized by Forrester, Gartner, IDC, Internet Retailer, and TrustRadius. KIBO has been named a leader in The Forrester Wave™: Order Management Systems, Q1 2025 and in the IDC MarketScape report "Worldwide Enterprise Headless Digital Commerce Applications 2024 Vendor Assessment."

By joining KIBO, you will be part of a team of Kibonauts all over the world in a remote-friendly environment. Whether your job is to build, sell, or support KIBO's commerce solutions, we tackle challenges together with the approach of trust, growth mindset, and customer obsession.

Carry the on-call page and claim the incident by name inside the acknowledgement window

Triage alerts and client-raised tickets against our Sev1 criteria and make the call quickly, with DevOps and Support helping you

Open the bridge and command it — one driver, one conversation, status reported to you rather than shouted into the channel

Page the on-call engineers for each service involved, and pull in the pod leader or PS architect when the cause looks like it sits in a client's custom implementation

Own the timeline: assign the work, track it, decide who is needed, and let people go as soon as their part is done

Decide whether the client needs to hear from us, and start the client lane in time for first contact inside the 30-minute commitment

Read core-function signals against baseline rather than against a fixed count: error rate above baseline, share of expected volume affected, and whether it holds across the window, plus the rule that a collapse in good orders is an outage even when the errors look normal

Judge the ambiguous cases — a security advisory with no confirmed impact, an unverified third-party cause, stuck orders that break no error threshold — and decide what the incident needs before the metrics settle

Keep the record in shared channels so anyone joining catches up without asking, and close the incident with T0, resolution time, and services affected

Write the RCA for the client — what broke, what it hit, what we did, why it happened, and what we are changing — or the triage document when it was not a Sev1, and add the entry to the First Call playbook

Surface repeat causes across incidents to problem management, and keep the triage runbooks current as the platform changes

8+ years in incident management, production support, or technical operations

Experience as Incident Commander, or the equivalent, on major incidents with several teams on the call

The temperament to run a bridge: keep it calm, keep it to one conversation, and say no to a Sev1 that is not one

Comfortable reading logs and following a live technical debug closely enough to ask the next question — and disciplined enough not to start debugging yourself

Sound judgment on incomplete information under a clock, and the willingness to state what you do not know along with when you will know it

Hands-on familiarity with observability and paging tools (Splunk, Grafana, Prometheus, PagerDuty, Opsgenie, or equivalent)

Working knowledge of ITIL-aligned incident and problem management practices

Familiarity with cloud platforms (AWS, GCP, or Azure), containerized environments (Kubernetes/Docker), and how APIs, databases, and messaging fit together

Clear writing under pressure — client updates that say only what needs saying, and RCAs an enterprise client will accept

Availability for a 24/7 on-call rotation

Commerce, retail, or payments platform experience — checkout, payments, order routing, inventory and availability, fulfillment

Exposure to enterprise-approved AI/GenAI tooling for triage, log analysis, or RCA drafting, with attention to data sensitivity and validating output

Mentoring junior incident responders or on-call engineers