General Motors

Enterprise SRE - Incident coordinator

General Motors • $119K — $175K *
Austin, TX 78745In-Person
Enterprise Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in IT, computer science, engineering, business, or equivalent experience
  • 5+ years in incident management or production support
  • Experience coordinating high-severity incidents in fast-paced environments
  • Strong verbal and written communication skills for high-pressure updates
  • Solid understanding of incident severity models and escalation workflows

Responsibilities

  • Serve as the coordination point for major incidents and P2 issues
  • Leverage GM tools to manage major incident response activities
  • Validate P1 incidents and initiate workflows as needed
  • Perform quick triage to assess incidents' scope and impact
  • Send targeted notifications to appropriate teams and stakeholders
  • Engage technical teams swiftly to begin mitigation efforts
  • Lead and document incident response efforts during active incidents

Benefits

  • Variety of health and wellbeing programs including medical, dental, and vision
  • Retirement savings plan with employer contributions
  • Paid vacation and holidays
  • Tuition assistance programs
  • Discounts on GM vehicles
Full Job Description
Job Description

This role is categorized as hybrid. This means the successful candidate is expected to report to Warren Global Technical Center or Austin Technical Center three times per week, at minimum [or other frequency dictated by the business if more than 3 days].

The Role

The Major Incident Management Command and Control team is the central coordination function for major incident response. This role is responsible for engaging, coordinating, and helping drive response to P1 incidents and to P2 issues that could escalate to P1. The Incident Commander / Command and Control Analyst serves as the focal point during active incidents, ensuring the right teams are engaged quickly, communications are clear and timely, emergency governance processes are followed, and mitigation efforts remain organized until service is stabilized.

This is a high-energy, dynamic role that interfaces with nearly every team and group within GM IT. The ideal candidate is calm under pressure, highly organized, technically fluent, and able to communicate clearly while coordinating multiple teams during fast-moving operational events.

What You'll Do
  • Serve as the central coordination point for major incidents, critical service degradations, and P2 issues that are at risk of escalating to P1
  • Leverage the GM toolset, including ServiceNow, PagerDuty, Slack, and Microsoft Teams, to open, coordinate, and manage major incident response activities
  • Validate P1 incidents before automated workflows are run from ticket promotion, including targeted engagement, Slack channel creation, and Teams channel generation for live incident communication
  • Perform rapid triage to assess incident scope, business impact, urgency, and escalation path
  • Send targeted incident notifications with clean, concise information to the right technical teams, leaders, and stakeholders
  • Engage the necessary technical teams quickly so investigation and mitigation can begin without delay
  • Lead incident bridges and command and control activities during active incidents
  • Maintain accurate real-time documentation of actions, decisions, owners, timelines, and next steps throughout the incident lifecycle
  • Coordinate structured updates to leadership, stakeholders, and affected support teams during active incidents
  • Manage emergency change governance during major incidents, including support for Emergency CAB processes for break/fix changes managed by the ETO Command and Control team
  • Generate and collect incident summaries that support the post-incident review process
  • Assist teams in driving and troubleshooting P2 issues as needed
  • Support incident closure activities, including final communications, handoff items, and post-incident review preparation
  • Identify recurring patterns, process gaps, and operational improvement opportunities from incident trends
  • Coordinate and run the weekly Enterprise Operations Review meeting
  • Support ServiceNow validation testing
  • Participate in Cyber Recovery test events
  • Support PagerDuty maintenance and education


Your Skills & Abilities (Required Qualifications)
  • Bachelor's degree in information technology, computer science, engineering, business, or equivalent practical experience
  • 5+ years of experience in incident management, command center operations, production support, network operations, service operations, site reliability engineering, or a similar environment
  • Experience coordinating high-severity incidents across multiple teams in a fast-paced enterprise setting
  • Strong verbal and written communication skills, including the ability to provide concise, actionable updates during high-pressure situations
  • Strong understanding of incident severity models, escalation workflows, and service restoration practices
  • Knowledge of technology stacks across multiple layers of the environment
  • Understanding of networking terminology and core infrastructure concepts
  • Ability to assist teams with basic troubleshooting during active incidents
  • Demonstrated ability to make sound decisions under pressure with incomplete information
  • Experience using incident and collaboration tools such as ServiceNow, PagerDuty, Slack, and Microsoft Teams
  • Strong organizational skills with the ability to track multiple workstreams simultaneously during live incidents
  • Ability to work in a rotational, after-hours, or on-call support environment if required


Core competencies
  • Incident leadership
  • Command presence
  • Structured communication
  • Escalation judgment
  • Cross-functional coordination
  • Prioritization under pressure
  • Real-time documentation
  • Stakeholder management
  • Operational discipline
  • Basic technical troubleshooting
  • Continuous improvement mindset


What success looks like
  • P1 and high-risk P2 incidents are triaged quickly and escalated appropriately
  • The right responders are engaged without delay and response activities are coordinated effectively
  • Stakeholders receive timely, clear, and actionable updates
  • Incident timelines, records, and communication channels are complete and well maintained
  • Emergency change governance is handled in a disciplined and timely manner during active incidents
  • Service restoration efforts remain focused, organized, and measurable
  • Post-incident summaries and review inputs are completed with strong operational discipline


What Can Give You a Competitive Advantage (Preferred Qualifications)
  • Experience in an enterprise command center, major incident management office, or 24x7 operations environment
  • Familiarity with ITIL incident management practices
  • Experience supporting cloud platforms, distributed systems, SaaS applications, or customer-facing digital services
  • Exposure to post-incident reviews, root cause analysis, and continuous improvement programs
  • Experience working across infrastructure, application, security, vendor, and business support teams
  • Knowledge of operational reporting, service health monitoring, and incident trend analysis


This job may be eligible for relocation benefits.

Compensation:
  • The expected base compensation for this role is: $119,200 - $175,450. Actual base compensation within the identified range will vary based on factors relevant to the position.
  • Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance.
  • Benefits: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more.


GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP NOW OR IN THE FUTURE. THIS INCLUDES DIRECT COMPANY SPONSORSHIP, ENTRY OF GM AS THE IMMIGRATION EMPLOYER OF RECORD ON A GOVERNMENT FORM, AND ANY WORK AUTHORIZATION REQUIRING A WRITTEN SUBMISSION OR OTHER IMMIGRATION SUPPORT FROM THE COMPANY (e.g., H-1B, OPT, STEM OPT, CPT, TN, J-1, etc.)

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About General Motors

General Motors Company engages in the manufacture and sale of cars and trucks in the United States, China, Brazil, Germany, the United Kingdom, Canada, and Italy. It offers sedans, crossovers, sport utility vehicles, pick-up trucks, coupes, sports/convertibles and hybrid vehicles, hatchbacks/wagons, and vans, as well as mini cars in India. The company also provides parts and accessories, such as iPod and MP3 compatibility, mobility accessories, performance parts, AC parts and services, and merchandise. In addition, it offers vehicle safety, security, and information services. The company provides used vehicles. It offers its products through dealers and distributors. General Motors Company was formerly known as NGMCO, Inc. and changed its name to General Motors Company in July 2009. The company was incorporated in 2009 and is based in Detroit, Michigan. It operates manufacturing facilities in India, the United States, and Canada. General Motors Company operates as a subsidiary of the United States Department of The Treasury. General Motors led global vehicle sales for 77 consecutive years from 1931 through 2007, longer than any other automaker, and is currently among the world's largest automakers by vehicle unit sales. General Motors acts in most countries outside the USA via wholly-owned subsidiaries but operates in China through 10 joint ventures. GM's OnStar subsidiary provides vehicle safety, security, and information services. In 2009, General Motors shed several brands, closing Saturn, Pontiac, and Hummer, and emerged from a government-backed Chapter 11 reorganization. In 2010, GM made an initial public offering IPOs to date and returned to profitability later that year.

General Motors Careers

Join the dynamic team at General Motors, a global leader in automotive innovation and technology. At General Motors, we offer unparalleled job opportunities that propel your career forward while contributing to a legacy of engineering excellence.

Work You’ll Do

Embark on a career with General Motors to drive the future of mobility. Our team is dedicated to redefining the automotive landscape through innovation and leadership in electric vehicles and sustainable solutions. By joining us, you will be part of a culture that values diversity, teamwork, and continuous professional growth.

Transform Your Career

General Motors is not just a company; it's a community where you can grow your skills alongside the best in the industry. Our leadership is committed to providing every employee—from interns to senior professionals—with opportunities for career advancement, leadership development, and diversity training.

Innovate and Lead

At General Motors, innovation is at the core of everything we do. From research and development to manufacturing, our teams work collaboratively to lead the industry with cutting-edge technologies and sustainable practices. We encourage our employees to think big and push the boundaries of what’s possible.

Join Our Global Team

As part of our global workforce, you will collaborate with talented individuals who are passionate about shaping the future of transportation. General Motors offers a variety of career paths in engineering, design, IT, marketing, and more. With over 155,000 employees worldwide, our network provides expansive opportunities for networking and professional development.

Internship Programs and Employment Benefits

Start your career journey with a General Motors internship, where you can apply your academic knowledge to real-world projects. Our internships provide a robust foundation in the automotive industry, with mentorship from experienced leaders. Full-time employees enjoy a wealth of benefits, including comprehensive health care, retirement plans, and performance bonuses, ensuring that your hard work is rewarded.

Explore Job Opportunities

Whether you’re a seasoned professional or a recent graduate, General Motors offers positions that leverage your unique skills. Our hiring process is designed to identify and nurture talent, focusing on aligning your capabilities with the right opportunities for growth within the company.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At General Motors, we look for innovative, driven, and solution-oriented team players. Explore the possibilities that await you in a career at General Motors.

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Learn more about General Motors
Size
157,000 employees
Market Cap
$46.9 billion
Industry
Manufacturing & Automotive
Net Income
$6.4 billion
Founded
1908
5 Year Trend
-3.2%
Revenue
$122.4 billion
NASDAQ
GM
* Ladders Estimates

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