Lead and coordinate resolution of high-priority IT incidents, minimizing business disruption. Manage major incident bridge calls, communicate status to technical teams and executives, prepare executive summaries, follow ITIL processes, and operate within ITSM tools while supporting enterprise infrastructure and EST-aligned schedules.
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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