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AI Summary
Lead and coordinate the resolution of high-priority IT incidents to minimize business disruption. Manage major incident bridge calls and provide executive-level status communications.
This is a remote position.
We are seeking an experienced Incident Manager to lead and coordinate the resolution of high-priority IT incidents while minimizing business disruption. The ideal candidate will have a strong background in IT Service Management (ITSM), Major Incident Management, and cross-functional stakeholder communication. This role requires exceptional coordination skills, technical awareness, and the ability to manage critical incidents in a fast-paced enterprise environment.
Requirements
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent professional experience).
- 3–5 years of experience in Major Incident Management or IT Operations.
- Hands-on experience working within IT Service Management (ITSM) environments.
- Strong understanding of ITIL processes, including:Incident Management, Problem Management, Change Management, Service Request Management
- Experience leading Major Incident bridge calls involving multiple technical teams.
- Strong knowledge of enterprise IT infrastructure, including:Networking, Cloud platforms, Servers, Applications, Database environments
- Excellent verbal and written communication skills.
- Ability to communicate effectively with technical teams, executives, and business stakeholders.
- Proven ability to perform under pressure in mission-critical production environments.
- Experience preparing executive-level incident summaries and status communications.
- Strong analytical, troubleshooting, organizational, and decision-making skills.
- Ability to manage multiple priorities simultaneously in a fast-paced environment.
- Willingness to work non-traditional schedules aligned with Eastern Standard Time (EST) business hours.
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