Job Description

Are you obsessed with data, partner success, taking action, and changing the game? If you have a whole lot of hustle and a touch of nerd, come work with Pattern! We want you to use your skills to push one of the fastest-growing companies in the US to the top of the list. Pattern is the leader in global e-commerce and marketplace acceleration, headquartered in Utah's Silicon Slopes tech hub—with offices in Asia, Australia, Europe, and the Middle East. Hundreds of global brands — including Bosch, Nestlé, Stance, TUMI, and Panasonic — rely on the company’s e-commerce acceleration platform to grow their online sales on direct-to-consumer websites, online marketplaces, and other digital channels in more than 60 countries, all while managing fulfillment and logistics. With last year's revenue exceeding $1 Billion, Pattern has been named one of the fastest growing tech companies in North America by Deloitte and one of best-led companies by Inc. We place employee experience at the center of our business model and have been recognized as one of Newsweek’s Global Most Loved Workplaces®. We need an Incident Manager to be responsible for ensuring uptime, minimizing customer impact, and fostering a culture of operational excellence. You will lead Pattern’s incident management program, drive accountability, and create a learning culture. When not actively engaged in incident management, you will contribute to the tech department by helping to manage projects. This is your chance to help shape a program that will continue to grow and have a large impact for years to come. This is a full-time role and will work a hybrid schedule based in Lehi, Utah. Program Leadership: Design, implement, and manage a comprehensive Incident Management Program (IMP) that aligns with Pattern's operational needs and goals. Incident Response: Coordinate and drive the response to incidents, ensuring timely resolution and minimal impact. Stakeholder Communication: Effectively communicate incident status, updates, and post-incident reviews to technical teams, executive leadership, and other stakeholders. Post-Incident Analysis: Lead blameless postmortems and root cause analysis (RCA) to identify areas for improvement and prevent future incidents. Process Improvement: Develop, measure, and continuously improve incident management processes, tools, and metrics. Tooling and Automation: Utilize and optimize existing tools (PagerDuty, Datadog, Slack, Jeli) to enable fast and coordinated responses, and explore automation opportunities. Training and Enablement: Provide training and support to teams on incident management best practices and tools. Project Management Support: Assist in the planning, execution, and monitoring of tech department projects, ensuring they are delivered on time and within scope. This includes defining project tasks, tracking progress, and coordinating resources. Requirements include 5+ years of experience in a technical operations role with a focus on incident management, deep understanding of incident management best practices and methodologies (e.g., ITIL), experience with monitoring and alerting tools (e.g., Datadog, PagerDuty), excellent communication skills, leadership experience, analytical and problem-solving skills, familiarity with cloud environments and microservices, and basic project management knowledge. The role involves ensuring timely incident response, driving post-incident analysis, improving processes, collaborating with teams, and contributing to tech projects. The team is collaborative, data-driven, and focused on system reliability and continuous improvement. The position reports to the VP of Technology and offers career growth, mentorship, and a supportive culture. The company culture values game changers, data fanatics, partner obsession, and a team of doers. The hiring process includes phone interview, behavioral interview, career timeline interview, reference checks, executive review, and offer. Benefits include unlimited PTO, paid holidays, onsite fitness center, company paid life insurance, casual dress code, competitive pay, health/vision/dental insurance, and 401(k) match. Pattern is an equal opportunity employer committed to diversity and inclusion.

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