Incident Manager / Vice President, Data Operations

Oaktree is a leader among global investment managers specializing in alternative investments, with $202 billion in assets under management as of December 31, 2024. The firm emphasizes an opportunistic, value-oriented, and risk-controlled approach to investments in credit, private equity, real assets, and listed equities. The firm has over 1200 employees and offices in 23 cities worldwide.
 
We are committed to cultivating an environment that is collaborative, curious, inclusive and honors diversity of thought. Providing training and career development opportunities and emphasizing strong support for our local communities through philanthropic initiatives are essential to our culture.
 
For additional information please visit our website at www.oaktreecapital.com

Responsibilities

We are seeking a highly skilled and experienced Incident Manager to oversee the incident response lifecycle for a global asset management firm operating across multiple time zones. This role requires proactive incident handling, rapid problem resolution, and clear communication with technical and business stakeholders to minimize business disruptions. The Incident Manager will be responsible for enhancing and coordinating multi-system monitoring, escalation workflows, and continuous service improvement efforts. Based on lessons learned and industry best practices, the Incident Manager should drive initiatives to improve incident response processes, leverage tools and available documentation.

In addition, the role will involve working closely with various IT and business teams, ensuring cross-functional alignment, and driving automation and process optimization to enhance incident resolution efficiency. The individual in this role must be able to work under pressure, communicate extremely effectively, manage complex incidents, and facilitate decision-making at all levels of the organization. Of critical importance, the Incident Manager will lead post-incident reviews and contribute to strategic initiatives to strengthen operational resilience in the data operations space and mature incident response across the Oaktree organization.

Responsibilities include:

• Incident Lifecycle Management: Own and drive the end-to-end resolution of incidents affecting global data operations, while ensuring minimal downtime.
• Real-Time Monitoring & Detection: Utilize and leverage advanced monitoring tools (PagerDuty, ServiceNow, etc.) to detect system anomalies and trigger appropriate incident response measures.
• Incident Triage & Prioritization: Classify incidents based on severity (P1-P4), business impact, and urgency, ensuring a structured and efficient response
• War Room Activation & Coordination: Lead and facilitate war rooms for high-severity (P1/P2) incidents, engaging technical teams, business stakeholders, and executive leadership as needed.
• Communication & Stakeholder Management: Provide clear, timely updates to key stakeholders, including senior management, IT teams, and external partners, ensuring transparency and alignment. This is inclusive of initial incident communications outbound to impacted stakeholders, impact analysis and updates to all levels of the organization, and root cause analysis documentation outlining the path forward to a solution that will prevent a similar incident from taking place again.
• Escalation Management: Ensure proper escalation paths are followed, engaging engineering, infrastructure, cybersecurity, and third-party vendors when necessary.
• Root Cause Analysis (RCA) & Post-Incident Review: Lead post-mortem analysis for major incidents, document root causes, corrective actions, and make recommendations for long-term preventative measures.
• Process Optimization & Automation: Collaborate with all required stakeholders to implement automation, self-healing mechanisms, and runbook optimization.
• Regulatory & Compliance Reporting: Ensure incident response processes adhere to financial industry regulations (SEC, SOX, etc.) and collaborate with Compliance team members when required.
• Incident Response Metrics & Reporting: Track and report key performance indicators [Mean Time to Detect (MTTD), Mean Time to Acknowledge (MTTA), Mean Time to Resolve (MTTR), and incident recurrence rates to measure incident management effectiveness and drive continuous improvements.
• Training & Documentation: Develop and maintain incident management playbooks, escalation workflows, communication templates, and knowledge base articles to enhance response efficiency.
• Collaboration with Business & IT Teams: Work closely with business continuity, trading operations, and infrastructure teams to ensure cross-functional alignment and rapid issue resolution

Qualifications

• 8-10 years of relevant experience in Incident Management, IT Service Management (ITSM), or Site Reliability Engineering (SRE) in a global financial services or asset management environment.
• Expertise in incident response frameworks and experience with ITSM tools (strong preference for ServiceNow and Jira).
• Strong understanding of enterprise IT environments, including cloud platforms (e.g., Azure), networking, databases, and data operations.
• Exceptional crisis management, problem-solving, and decision-making skills.
• Strong verbal and written communication skills, with the ability to translate technical issues into business impact reports.
• Experience in working with global teams across multiple time zones.
• Ability to manage high-pressure situations with confidence and efficiency.
• Experience with Jira and agile scrum methodology.
• Availability outside of normal business hours will be required on an as needed basis.
• Expertise in Microsoft Excel, Word, PowerPoint, and Visio.
• Extensive experience with data visualization platforms like Microsoft PowerBI or Tableau.
• Ability to leverage SQL and other programming languages to conduct data-driven analysis.

Personal Attributes

• Relationship Building; works effectively with strong, diverse teams of people with multiple perspectives, talents, and backgrounds.  He or she is known for doing what is best irrespective of politics and is comfortable with consensus building (at multiple levels) and soliciting constructive feedback; ability to elicit cooperation from a wide variety of participants including upper management, clients, other departments, and 3rd party providers.
• Communication; strong interpersonal and verbal/written communication skills; ability to present complex material. 
• Independence & Collaboration; experience at working both independently and in a team-oriented, collaborative environment; must be able to drive work effectively with limited supervision (at times) while representing department and executive management interests and concerns.
• Work Ethic; focus on continual development, performance, accountability, and self-motivation.
• Flexibility & Organization; adapt to shifting priorities, demands and timelines through analytical and problem-solving capabilities; proven ability to multi-task and efficiently manage time across competing activities/resources; able to effectively prioritize, execute tasks, and thrive in a high-pressure fast paced environment.
• Intellectual Curiosity; energized by learning new things and engaging across a wide range of issues; must have strong problem solving skills; understand the importance of attention to detail, adept at conducting research into project-related issues and products; displays a technical aptitude that lends itself to learning and mastering new technologies. 
• Driving Results; sets aggressive timelines and objectives to drive results, conveys a sense of urgency, and drives issues to closure; is a self-starter committed to achieving results and has a strong sense of ownership and follow-through. 
• Judgment; makes recommendations and decisions that balance a variety of factors.

Education

Bachelor’s degree in Data Science, Computer Science, Finance, or other relevant discipline.

Base Salary Range
$175,000 - $225,000

In addition to a competitive base salary, you will be eligible to receive discretionary bonus incentives, a comprehensive benefits package and a flexible work arrangement.  The base salary offered will be commensurate with experience and/or qualifications, industry knowledge and expertise, as well as prior training and education.

Equal Opportunity Employment Policy

Oaktree is committed to diversity and to equal opportunity employment. Oaktree does not make employment decisions on the basis of race, creed, color, ethnicity, national origin, citizenship, religion, sex, sexual orientation, gender identity, gender expression, age, past or present physical or mental disability, HIV status, medical condition as defined by state law (genetic characteristics or cancer), pregnancy, childbirth and related medical conditions, veteran status, military service, marital status, familial status, genetic information, domestic violence victim status or any other classification protected by applicable federal, state and local laws and ordinances. This policy applies to hiring, placement, internal promotions, training, opportunities for advancement, recruitment advertising, transfers, demotions, layoffs, terminations, recruitment advertising, rates of pay and other forms of compensation and all other terms, conditions and privileges of employment. This policy applies to all Oaktree applicants, employees, clients, and contractors. Staff members wishing to report violations or suspected violations of this policy should contact the head of their department or Human Resources.

For positions based in Los Angeles

For those applying for a position in the city of Los Angeles, the firm will consider for employment qualified applicants with a criminal history in a manner consistent with applicable federal, state and local law.