Vice President, Incident Manager

Oaktree is a leader among global investment managers specializing in alternative investments, with about $200 billion in assets under management. 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 1400 employees and offices in 25 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

Position Overview

The Vice President will be responsible for building and leading an enterprise-wide incident management program in a global asset management firm. This role owns the full incident lifecycle-from detection and triage through resolution, root cause analysis, and prevention-ensuring operational resilience across the company. The Incident Manager will design processes that work within an evolving ITSM platform environment while maintaining regulatory compliance, protecting investor and client experience, and driving continuous improvement.

Responsibilities include:

• Partnering with other teams, assessing current state; designing unified process appropriate for current organizational maturity
• Owning major incident coordination across infrastructure, engineering, security, and business teams
• Running incident bridges, assigning roles, maintaining command structure through resolution
• Driving structured response: triage, containment, resolution, communication, RCA, remediation

• Developing severity matrix (P1–P4) tied to business impact (trading disruption, client reporting, regulatory filings)
• Creating runbooks, playbooks, and escalation protocols aligned with ITIL and ISO 22301
• Build audit-ready documentation meeting SOX/SOC controls from scratch

• Designing and executing communication plans with defined cadences
• Managing vendor escalation and SLA enforcement during third-party incidents
• Building consensus across stakeholders with competing priorities

• Leading post-incident RCA; identifying systemic issues across infrastructure, applications, data, and vendors
• Driving remediation into SDLC pipeline; track through change management
• Evolving process in phases as ServiceNow platform matures

Future Role Evolution:

• Expand into Problem Management as incident management matures
• Design and implement Problem Management process following similar methodology

Qualifications

• 8+ years working in Incident Management and ITSM processes
• Experience designing and implementing ITSM processes, including building from low maturity
• Demonstrated experience managing major incidents in complex, multi-system environments with cross-functional coordination
• Track record of driving process adoption through influence rather than authority
• Experience in regulated industries required (financial services strongly preferred)
• Experience with vendor escalation management and third-party coordination during incidents
• ITIL certification (Foundation minimum; Expert/Strategic preferred)
• Familiarity with regulatory frameworks (SOX, DORA, CSCRF)

Personal Attributes

• Excellent communication skills with the ability to partner across technical teams and business stakeholders, including senior leadership.
• Strong problem-solving skills, with the ability to balance technical details and strategic business priorities.
• Outstanding organization skills with extremely high attention to detail;
• Outstanding initiative and a strong work ethic;
• Excellent interpersonal, verbal and written communication skills;
• Works well under pressure and with time constraints; and
• Possesses strong integrity and professionalism.

Education

Bachelor’s degree and or equivalent work experience

Base Salary Range

$155,000-$185,000

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.