Incident and Issues Manager

Join Vonage and help us innovate cloud communications for businesses worldwide!

Why this role matters:

Vonage's Data Governance Office (DGO) is seeking a Data Incident & Issues Manager to oversee the full lifecycle of data-related incidents and issues. This role is key to ensuring timely, transparent resolution of data issues in support of enterprise-wide data governance goals. Reporting to the Data Governance Program Lead, the ideal candidate will bring experience in data governance, risk, service, or compliance environments, along with strong process, communication, and coordination skills.

Your key responsibilities:

• Issue Management Framework: Design, implement, and maintain a comprehensive framework including roles, processes, and escalation protocols.
• Issue Tracking & Tooling: Manage a centralized system to log and track data issues, and support the selection, implementation, or optimization of tracking and workflow tools.
• Prioritization & Resolution: Triage issues by impact and urgency, assign ownership, and ensure prompt resolution through cross-functional coordination.
• Root Cause Analysis & Training: Lead or support post-incident reviews to determine root causes, implement corrective actions, and promote user awareness through training and guidance on issue management.
• Reporting & Metrics: Develop dashboards and reports on issue trends, metrics, and resolution performance for key stakeholders.
• Standards & Compliance: Align all processes with internal data governance policies and external regulatory requirements.
• Collaboration & Continuous Improvement: Work closely with data governance, quality, risk, and compliance teams to ensure alignment and ongoing process enhancements.

What you'll bring

Required:

• Expertise in Data Governance: Strong understanding of data governance, data management, and the end-to-end issue lifecycle.
• Proven Issue Management Experience: 4+ years in data governance, risk, or compliance, including 2+ years managing data issues or incidents in enterprise settings.
• Cross-Functional Leadership: Demonstrated ability to coordinate across teams and manage diverse stakeholders effectively.
• Analytical & Problem-Solving Skills: Detail-oriented with the ability to analyze complex issues and drive timely resolutions.
• Tool Proficiency: Skilled in issue tracking and workflow tools such as Jira, ServiceNow, or similar platforms.
• Effective Communicator: Strong written and verbal communication skills, capable of bridging technical and business audiences.
• Self-Starter Mindset: Able to work independently, prioritize tasks, and maintain a proactive, solutions-focused approach.

How you’ll benefit:

At Vonage, we offer exciting work, career growth opportunities, and a collaborative hybrid work environment. In addition to competitive pay and benefits, we provide unlimited discretionary time off and tuition reimbursement.

Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process.

#LI-RE1

There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.

Who we are:

Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.