Incident Manager

Job Description:

AssetMark is a leading strategic provider of innovative investment and consulting solutions serving independent financial advisors. We provide investment, relationship, and practice management solutions that advisors use in helping clients achieve wealth, independence, and purpose.

The Job/What You'll Do:

We are looking for an experienced Incident Manager to own the end-to-end lifecycle of production issues across our technology platforms and services.

This role goes beyond traditional incident coordination. Incident Managers are hands-on operators responsible for driving rapid service restoration, resolving issues directly whenever possible, and eliminating recurring problems at their source.

You will work across the full technology stack—partnering with engineering, infrastructure, and operations teams—to ensure reliable system performance and a high-quality user experience.

This is a high-visibility role that requires strong technical judgment, clear communication under pressure, and a bias toward action. You will play a critical role in improving system reliability while helping teams spend less time firefighting and more time building.

This role participates in a 24/7 operating model, including on-call responsibilities.

We can only consider candidates for this position who are able to accommodate a hybrid work schedule and are close to our Charlotte, NC office.

Responsibilities:

End-to-End Problem Management (Sev1–Sev5)

• Own production issues from detection through full resolution
• Quickly assess impact and assign severity (Sev1–Sev5)
• Lead triage, investigation, and resolution efforts
• Maintain clear ownership throughout the lifecycle, regardless of which teams are involved
• Drive fast, effective restoration of service
  
  
  

Resolve More, Closer to the Team

• Directly investigate and resolve issues whenever possible
• Partner closely with operations and reliability teams to resolve issues without unnecessary escalation
• Reduce dependency on engineering teams for repeat or well-understood problems
• Build reusable knowledge and patterns to improve team self-sufficiency
  
  
  

Root Cause Analysis & Prevention

• Perform and/or lead root cause analysis (RCA)
• Identify recurring patterns and systemic weaknesses
• Drive fixes that prevent entire classes of issues from recurring
• Ensure issues are fully resolved—not just temporarily mitigated
  
  
  

Incident Leadership & Communication

• Lead real-time response for high-impact production issues
• Coordinate cross-functional teams with clarity and urgency
• Communicate clearly with stakeholders, including leadership, during active incidents
• Provide structured updates on impact, progress, and next steps
  
  
  

Process, Tooling & Continuous Improvement

• Improve incident management processes, workflows, and operating models
• Build and maintain runbooks and response procedures
• Identify opportunities for automation and better monitoring
• Ensure high-quality documentation and knowledge sharing
  
  
  

What You Bring

Required Experience & Skills

• 5 years of experience in incident management, site reliability engineering (SRE), production operations, or similar roles
• Proven ability to lead and resolve production issues under pressure
• Strong technical breadth across systems, applications, and infrastructure
• Ability to diagnose and troubleshoot issues directly, not just coordinate response
• Excellent communication skills—clear, concise, and composed under pressure
• Strong sense of ownership and accountability
• Analytical mindset with strong problem-solving skills
  
  
  

Preferred Qualifications

• Experience in high-availability, large-scale production environments
• Familiarity with tools such as ServiceNow, Jira Service Management, or PagerDuty
• Experience with cloud platforms (AWS, Azure, or GCP)
• Familiarity with monitoring and observability tools
• Knowledge of ITIL frameworks (helpful, but not required)
  
  
  

How We Measure Success

Success in this role is defined by outcomes:

• Faster time to restore service (MTTR)
• More issues resolved directly within the incident management / operations function
• Reduction in high-severity issues (Sev1 / Sev2)
• Fewer recurring issues due to strong root cause resolution
• Improved system reliability and stakeholder confidence
  
  
  

What Makes This Role Different

• You are not a ticket router—you are a problem solver
• You don’t just respond to incidents—you prevent them from happening again
• You work across the stack—not within a silo
• Your work directly improves both system reliability and engineering productivity
  
  
  

Compensation: The Base Salary range for this position is between $80,000-$90,000.

This information reflects a base salary range that AssetMark reasonably expects to pay for the position based on a number of factors which may include job-related knowledge, skills, education, experience, and actual work location. This position will also be eligible for additional variable incentive compensation and competitive benefits.

Candidates must be legally authorized to work in the US to be considered. We are unable to provide visa sponsorship for this position.

Who We Are & What We Offer:

We are AssetMark, a company on the move, shaping the future of financial services. Growth is in our DNA. Every day, we combine technology, insight, and collaboration to create new possibilities for advisors, for our people and for our investors. At AssetMark your ideas matter; they’re heard, valued, and drive meaningful change. Join a team that sets new standards and creates space for you to thrive and do your best work.

Our Mission

Our mission is simple: to help our 10,500 financial advisors make a meaningful difference in their clients’ lives. We do this by combining powerful technology, holistic support, and expert consulting to help advisors run stronger, more efficient businesses. Backed by a comprehensive suite of investment solutions and a trust company that boasts of $150B AUM, our platform empowers advisors to deliver exceptional service and an outstanding client experience.

Our Values

Heart. Client Success. Integrity. Respect. Excellence. Our values are how we show up every day.

We believe in:

• Leading with Heart, in truly making a difference in the lives of others: teammates, clients, investors and communities.
• Obsessing over Client Success, bringing a relentless focus on what matters to clients that sets us apart and creates loyal, lasting relationships.
• Unyielding Integrity, doing what’s right, always. Even when it’s hard.
• Collective Respect, in being authentic, inclusive and valuing all voices while winning together.
• Operating with Excellence, in learning fast, continuously improving, innovating and collaborating to find new and better solutions.
  
  
  

These values shape our culture, guide our decisions, and define what it means to be part of the AssetMark family.

Our Culture & Benefits

Our culture brings our mission and values to life. Here, we do what’s right, embrace diverse ideas, and innovate together. We also offer a wide range of benefits to support you and your family—because thriving at work starts with thriving in life.

• Flex Time or Paid Time Off and Sick Time Off
• 401K – 6% Employer Match
• Medical, Dental, Vision – HDHP or PPO
• HSA – Employer contribution (HDHP only)
• Volunteer Time Off
• Career Development / Recognition
• Fitness Reimbursement
• Hybrid Work Schedule
  
  
  

As an Equal Opportunity Employer, AssetMark is committed to building a diverse and inclusive workplace where everyone feels valued.