M3
Technical Incident Manager, Tier 3
Lawrenceville, Georgia, United States
Sponsorship not specifiedDetected 4 days ago
AzureCloud PlatformsDevOpsSite Reliability EngineeringIncident ResponseComplianceSalesforceFinancial AnalysisAccountingCustomer SupportCommunicationProblem SolvingFinancial Reporting
About the role
- M3 ( www.m3as.com ) is a leading provider of hospitality-specific software solutions, delivering cloud-based tools for hotel accounting, financial reporting, labor management, payroll, and business intelligence.
Requirements
- Ensure clean and consistent handoffs between Operations Tier 2 to Tier 3 and beyond, validating that all required details, logs, steps, and impact statements are present.
- Ensure Tier 3 engineers are brought in for defect validation or deeper technical analysis when required.
- Participates in an on-call rotation for P1/P2 incident response and may be required to respond outside of standard business hours, including evenings, weekends, and holidays.
Nice to have
- Bachelor's degree in information technology, Computer Science, or a related field preferred
- or 5+ years of directly relevant experience in a comparable incident management or SRE coordination role in lieu of degree.
- Experience managing or coordinating production incidents in a SaaS or enterprise technical environment.
- Exposure to cloud environments (Azure preferred).
- Familiarity with ITIL Incident & Problem Management frameworks preferred.
- Proficiency with incident management and ticketing platforms required
- experience with incident.io, Azure DevOps, and Salesforce Service Cloud strongly preferred.
- Familiarity with observability/monitoring tools (Azure Monitor, Application Insights, or equivalent) is a plus.
Skills
- The Tier 3 Technical Incident Manager focuses on process, flow, communication, coordination, and accountability.
- They ensure that Tier 3 work is aligned, escalations are clean, severity is accurate, and the appropriate resources are engaged.
This listing is sourced directly from M3's careers page and normalized into a canonical job model.