Frontline Education
Incident Response Manager
🇺🇸 Remote - US
🕑 Full-Time
💰 $110K - $120K
💻 Information Technology
🗓️ November 13th, 2025
ITIL
K-12
SaaS
Edtech.com's Summary
Frontline Education is hiring an Incident Response Manager to lead the full lifecycle of incident management both internally and for clients. The role demands coordinating cross-functional teams, managing high-severity incidents, communicating with stakeholders, and continuously improving incident response processes to minimize downtime and client impact.
Highlights
- Own and lead incident response from escalation through resolution and post-mortem analysis.
- Coordinate cross-functional teams including Support, Engineering, Product, Operations, and Customer Success.
- Serve as Incident Commander during high-severity incidents and manage communication with internal and external stakeholders.
- Develop and maintain incident response playbooks, KPIs, and conduct tabletop drills to validate readiness.
- Utilize incident management tools such as PagerDuty, Opsgenie, Statuspage, Slack, and ticketing systems.
- Required 5+ years of experience in technical support, site reliability, or incident management in SaaS or high-availability environments.
- Strong understanding of cloud architectures, microservices, APIs, and monitoring tools like Datadog, Splunk, Prometheus, and Grafana.
- Experience with scripting, automation, and certifications such as ITIL, SRE, or security incident response are preferred.
- Compensation ranges from $110,000 to $120,000 annually plus bonus, personalized PTO, 401k match, ESPP, and comprehensive benefits.
- Customer base primarily consists of K-12 school districts requiring strong client focus and communication skills.
Incident Response Manager Full Description
Incident Response Manager
Location: United States
Description
Incident Response Manager
Location Requirements: This position is Hybrid to Wayne or Naperville. Remote candidates will be considered. The role will work hours based on the Eastern Time Zone. Must be comfortable being “on-call” or available for incidents outside standard business hours (rotations possible).
Your role on the team:
As the Incident Response Manager, you will own the full lifecycle of incidents raised internally and by clients — from escalation through resolution and post-mortem. You’ll monitor client issues proactively, coordinate cross-functional teams (Support, Engineering, Product, Operations, CSMs, QA, etc.), and ensure clear communication to stakeholders internally and externally. You will document incident progress, lead root-cause analyses, drive follow-up action items, and continuously improve incident response practices and tooling.
Your mission is to reduce downtime, minimize client impact, and foster trust through clear, transparent, and well-coordinated management of critical incidents. You will own the tracking of incident SLAs, identify recurring trends, and drive preventative actions to ensure issues don’t happen again. Success in this role requires strong attention to detail and the ability to anticipate needs that help shorten incident duration, accelerate resolution, and improve customer communication throughout the process.
You can expect to:
Incident Ownership
- Serve as Incident Commander or Lead during high-severity client-facing incidents, owning coordination and decision-making.
- Triage, classify, prioritize incoming escalations; assess impact and urgency.
- Facilitate incident or real-time response sessions, ensuring rapid alignment across teams.
- Drive remediation efforts, track progress, escalate or reallocate resources if blocked.
- Available after hours to coordinate and resolve critical incidents.
Stakeholder Communication & Reporting
- Provide regular updates (status, ETA, impact) to internal leadership, clients (as needed), and other stakeholders.
- Active participant in post-incident reviews and present findings, lessons learned, and action plans.
- Document incident timelines, decisions, root causes, and resolutions in a clear, accessible format.
Process, Tools & Governance
- Develop and maintain incident response playbooks, runbooks, escalation paths, communication templates, roles & responsibilities.
- Define, monitor, and report on incident metrics and KPIs (e.g. Mean Time to Detect, Mean Time to Resolve, Customer Impact Hours, recurrence rate).
- Run tabletop drills or simulated incidents to validate readiness and process effectiveness.
- Continuously iterate on response processes, tooling, and automation to reduce friction and response latency.
Cross-functional Collaboration
- Partner with Support, Engineering, Product, QA, DevOps, and IT teams to understand system dependencies, root causes, and mitigation strategies.
- Ensure post-incident actions are completed and recurrence risks are eliminated.
- Liaise with client success, sales, and communications teams for messaging to customers.
- Work with legal, security, and compliance as needed for escalations involving data, privacy, or contract terms.
What you bring to the role:
- Ownership mentality and accountability
- Calm under pressure, decisive judgment
- Empathy and strong client focus — you understand how incidents affect customer business
- Collaborative mindset — you bring people together, not push them
- Continuous improvement orientation
- Ability to facilitate post incident reviews, drive consensus, and lead meetings under stress
- Transparency and most importantly — the integrity to communicate honestly, even when things are difficult
This role requires:
- 5+ years’ experience in a technical support, site reliability, operations, or incident management role in a SaaS or high-availability environment
- Proven track record leading major/severity-1 incidents, coordinating across functions
- Strong communicator: able to translate highly technical issues for executives, clients, and cross-functional teams
- Excellent analytical problem-solving skills; comfortable with ambiguity and working under pressure
- Solid understanding of architectures (cloud, microservices, APIs, networks), and ability to reason about failures
- Familiarity with incident tools / platforms (PagerDuty, Opsgenie, Statuspage, Slack, ticketing systems)
- Must be comfortable being “on-call” or available for incidents outside standard business hours (rotations possible)
- Experience conducting post incident analyses, RCA, creating follow-up action plans
- Experience in SaaS, fintech, or enterprise software domain
- Experience with data / monitoring / observability tools (e.g. Datadog, Splunk, Prometheus, Grafana)
- Experience with scripting, automation, or tooling to assist incident response
- Certifications: ITIL, SRE, or security incident response credentials
- Exposure to security, compliance, privacy incident management
Who we are:
Frontline Education is a pioneer of school administration software purpose-built for K-12 districts. We provide innovative, connected solutions for student and special programs, business operations, and human capital management with powerful data and analytics to empower educators and administrators. We earn the trust of K-12 leaders across the U.S. by serving as a consistently high-performing, forthright partner of school districts through every dimension of the company.
We're a group of unique and talented individuals that love what we do. We've been lucky enough to land jobs with a rapidly growing tech company that supports an appreciative and friendly customer base. We work hard to make our customers happy, but we like to have a good time in the process. We are a company that strives to think in terms of “we” instead of “me.” We believe in the philosophy of servant leadership and that it’s all about putting others first. We also value the balance between family and work.
Frontline embraces diversity, equity, and inclusivity. We are intentionally building a workplace that respects, supports, and values the identities of all our employees. We believe this to be foundational in developing a strong community in our company. Frontline Education is an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
The perks of being a Frontliner:
Frontline offers a competitive compensation package including a base salary, rewarding bonus structure, 401k match, ESPP, and personalized PTO! Our company growth has created a promising environment for career advancement and rewarding challenges. We offer a tuition reimbursement program for eligible college credit coursework available to employees depending on their status and length of employment.
The salary range for this role is $110,000 - $120,000 per year, based on experience, skills, and internal equity. In addition to base salary, this role includes a bonus, personalized PTO, and comprehensive benefits, including health insurance, 401k, and much more!
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