{"id":3522361,"url":"https://alion.io/job/wpp-incident-manager","title":"Incident Manager","company":{"id":5467,"name":"WPP","domain":"wpp.com","url":"https://alion.io/company/wpp","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":88,"open_postings":34,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":56,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9500,"max_usd":22000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":755},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"Datadog","optional":false},{"name":"Incident Management","optional":false},{"name":"Intercom","optional":false},{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"PagerDuty","optional":false},{"name":"Platform Engineering","optional":false},{"name":"Slack","optional":false},{"name":"WhatsApp","optional":false},{"name":"Error Budget","optional":true},{"name":"SLI/SLO/SLA","optional":true}],"status":"live","first_seen_at":"2026-10-30T10:34:07Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-03T15:28:29Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"WPP is the trusted growth partner for the world’s leading brands. \nWe unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company - powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. \n\nWe work with the world's most valuable brands and have global reach across 100+ markets, with deep local expertise.\n\nOur people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow. \n\nFor more information, visit WPP.com.\n\nAbout Data & Technology Solutions\nWPP's Data & Technology Solutions is WPP's unified global data products and technology team. We work with our agencies and clients to build data driven solutions and technology products to power marketing transformation.\nWPP Open is our AI platform for marketing; it connects marketing professionals, data, tools, and AI in a single place. WPP Open is the simplest, safest, and fastest way to realize the benefits of scaled AI delivering better informed creative ideas faster, at scale, and at lower cost.\nWe're endlessly curious, and our team of thinkers, builders, creators, and problem solvers are over 2,000 strong, across 20 markets around the world.\nRole Purpose\nAs Incident Manager for the WPP Open Platform, you will own the end to end incident management lifecycle from detection through resolution to post incident review ensuring platform stability, SLA compliance, and transparent communication across all stakeholders.\nThis is not a traditional incident management role. You will be expected to design, build, and continuously improve automated incident management workflows that connect our toolchain Jira, Confluence, Statuspage, Intercom, Zendesk, Slack, Microsoft Teams, and WhatsApp into a seamless, intelligent, and low friction incident response system.\nYou will serve as the central coordination point for all P1 and P2 incidents, driving rapid resolution, clear stakeholder communication, and proactive prevention. You will work closely with L1/L2 Support Engineers, the Team Lead, Platform Engineering, and Product teams to ensure WPP Open delivers a reliable, world class experience to our global agency users.\nIncident Ownership & Response\nOwn the full incident lifecycle for all P1 and P2 incidents: detection, triage, escalation, coordination, resolution, and closure\nServe as the primary war room coordinator during major incidents, driving cross functional teams toward rapid resolution\nEnsure timely and accurate stakeholder communication at every stage of an incident\nMaintain a clear audit trail of all actions, decisions, and communications throughout each incident\nEnforce and continuously improve escalation matrices, response time targets, and SLA commitments\nPerform post incident reviews and drive root cause analysis (RCA) with actionable preventive measures\nTrack and report on incident metrics, SLA performance, MTTR, MTTD, and repeat incident trends\nIncident Automation & Toolchain Integration\nDesign and implement automated incident workflows across the full toolchain: Jira, Confluence, Statuspage, Intercom, Zendesk, Slack, Microsoft Teams, and WhatsApp\nBuild and maintain ChatOps workflows in Slack and Teams automating incident channel creation, responder assignment, status updates, and escalation triggers\nAutomate Statuspage updates based on monitoring alerts and incident severity thresholds, ensuring real time public facing status communication with zero manual delay\nConfigure Jira automation rules for incident ticket creation, priority routing, SLA timers, escalation triggers, and post incident task generation\nAutomate customer facing communication through Intercom and Zendesk including incident acknowledgement messages, progress updates, and resolution notifications\nBuild WhatsApp and Teams notification workflows for executive and stakeholder briefings during critical incidents\nMaintain and improve Confluence automation for RCA templates, incident documentation, and runbook generation triggered by incident closure\nIntegrate monitoring and alerting tools (Datadog, Statuspage, PagerDuty) with the communication stack to ensure zero gap detection to notification flows\nContinuously evaluate and improve automation coverage reducing manual steps, improving response speed, and ensuring consistency across all incident communication channels\nProcess & Knowledge Management\nDevelop, maintain, and enforce incident management playbooks, runbooks, and escalation procedures\nBuild and maintain a centralized incident knowledge base in Confluence ensuring learnings from every major incident are captured and actioned\nDefine and own the post incident review process including templates, timelines, and accountability tracking for preventive actions\nIdentify recurring incident patterns and work proactively with engineering teams to eliminate root causes\nDrive continuous improvement of incident detection, response, and communication processes\nStakeholder Communication & Reporting\nOwn all incident communications internal (engineering, product, leadership) and external (agency users via Intercom/Zendesk/Statuspage)\nProduce regular incident reports, trend analyses, and SLA performance summaries for leadership and stakeholders\nPresent post incident reviews and improvement plans to the Support Manager and Platform leadership\nMaintain stakeholder notification lists and communication templates across all channels\nCollaboration\nWork closely with L1/L2 Support Engineers and the Team Lead to ensure smooth ticket triage, escalation, and handover during incidents\nPartner with DevOps and Platform Engineering to improve platform observability, alerting quality, and deployment safety\nCollaborate with Product teams to communicate platform stability status and incident impact on feature delivery\nSkill Requirements\nEssential Skills\nIncident Management:\nMinimum 3+ years of hands on incident management experience in an enterprise SaaS or digital platform environment\nProven experience owning P1/P2 incident response end to end coordination, communication, escalation, and resolution\nDeep understanding of ITIL Incident, Problem, and Change Management frameworks\nDemonstrated experience in writing and maintaining incident runbooks, playbooks, and post incident reviews\nStrong ability to manage multiple concurrent incidents calmly and effectively under pressure\nAutomation & Toolchain:\nJira / Jira Service Management: Advanced experience automation rules, workflow configuration, SLA management, dashboard creation\nConfluence: Automation templates, structured documentation, RCA frameworks, space management\nStatuspage: Configuring and automating incident pages, component management, subscriber notifications, API driven updates\nSlack: Building incident workflows, channel automation, bot integration, ChatOps implementation\nMicrosoft Teams: Automated notifications, incident bridge coordination, webhook integrations\nIntercom: Automated customer messaging, incident broadcast campaigns, user segmentation for notifications\nZendesk: Ticket automation, trigger configuration, macro management, SLA rules\n WhatsApp Business API or equivalent: Automated stakeholder notification workflows (desirable)\nExperience integrating monitoring tools (Datadog, PagerDuty, or similar) with communication platforms via webhooks, APIs, or native integrations\nCommunication & Soft Skills:\nExceptional written and verbal communication ability to deliver clear, concise updates to both technical and non technical audiences simultaneously\nProven ability to remain composed and authoritative under pressure during major incidents\nStrong stakeholder management skills comfortable presenting to senior leadership during and after incidents\nAbility to write structured, jargon free incident communications for agency/end users\nDesirable Skills\nITIL Foundation or higher certification\nFamiliarity with Datadog or similar APM tools for monitoring to incident integration\nKnowledge of SLO/SLI/Error Budget frameworks\nExperience building incident management programs from scratch in a fast scaling platform environment\nBehaviours\nYou're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open minded: to new ideas, new partnerships, new ways of working.\nYou're optimistic: We believe in the power of creativity, technology and talent to create brighter futures for our people, our clients and our communities. We approach all that we do with confidence: to try the new and to seek the unexpected.\nYou're extraordinary: We are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we deliver extraordinary every day.\nWe believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.\nWPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.\nPlease read our Privacy Notice (https://www.wpp.com/en/careers/wpp-privacy-policy-for-recruitment) for more information on how we process the information you provide.","description_format":"text","description_chars":9847,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Advertising","Creative Agencies","Digital Marketing","Media & Audience Measurement"],"lifecycle":[{"event":"open","at":"2026-10-30T12:42:08Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":3,"expected_fill_days":56,"reasons":["conf:0","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/wpp-incident-manager","json_url":"https://alion.io/job/wpp-incident-manager.json","meta":{"generated_at":"2026-11-03T19:17:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1383,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5467},"rest":"https://alion.io/mcp/rest/get_company?id=5467"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwpp-incident-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwpp-incident-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwpp-incident-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/wpp-incident-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwpp-incident-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3522361}},{"tool":"search_jobs","arguments":{"company":"wpp.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3522361},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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