IT Incident Manager

Accountabilities:: Lead major incident response efforts by coordinating bridge calls and communication channels across support, development, infrastructure, and business teams, ensuring timely resolution and escalating issues to senior leadership when necessary. Proactively identify and manage operational risks, coordinating teams to address infrastructure vulnerabilities, loss of redundancy, and potential service disruptions before they affect customers. Act as the primary escalation point and central liaison between IT teams, external vendors, business stakeholders, and leadership throughout the incident lifecycle. Provide clear, timely, and concise stakeholder communications, translating technical issues into business-relevant updates and managing expectations during critical incidents. Maintain accurate incident documentation, including timelines, key decisions, actions taken, impact assessments, situation reports, and post-incident summaries. Lead post-incident reviews and root cause analysis, ensuring accountability, documented findings, and timely completion of corrective and preventive actions to reduce recurring incidents. Analyze incident trends and service performance metrics, preparing reports and actionable recommendations to improve reliability, operational efficiency, and service quality. Identify opportunities to improve incident management workflows, processes, templates, and tools to minimize downtime and strengthen service availability. Collaborate with helpdesk, support, development, and infrastructure teams to investigate recurring issues and implement proactive improvements. Mentor and guide technical teams on incident management best practices, helping build a culture of accountability and effective incident response. Integrate AI-powered tools into incident management activities, including documentation, stakeholder communications, timeline analysis, and trend reporting, while ensuring accuracy, data confidentiality, and human oversight. Requirements: At least 5 years of progressively responsible experience in IT Incident Management, preferably within complex enterprise IT environments. Working knowledge of the ITIL framework and IT service management principles, processes, and best practices. Hands-on experience with ITSM, incident tracking, and observability platforms such as Jira Service Management, Dynatrace, Splunk, New Relic, Nagios, or equivalent tools. Experience using collaboration and documentation platforms such as Microsoft Teams and Confluence to coordinate incident response and maintain operational records. Good understanding of enterprise IT infrastructure, cloud services, and infrastructure management, supported by some practical technical experience. Knowledge of IT change management practices and their application in maintaining service stability and minimizing operational risks. Strong communication and stakeholder management skills, with the ability to translate complex technical information into clear business-oriented updates. Excellent multitasking, prioritization, conflict resolution, and problem-solving abilities, including the capacity to make sound decisions under pressure. Ability to build effective working relationships and collaborate with stakeholders and technical teams at all organizational levels. A proactive, analytical, and results-oriented mindset, with a strong commitment to service quality and continuous improvement. Additional qualifications that will set you apart: Bachelor's degree in Information Systems, Computer Science, or a related discipline. Familiarity with Windows and Linux environments, SQL, Active Directory, and scripting. Experience creating or maintaining AI assets, including prompts, templates, and workflows, to standardize and improve operational documentation. Relevant professional certifications such as ITIL Foundation, PMP, or other technical certifications. Ability to identify opportunities to apply emerging technologies to improve IT operations and incident response. Benefits: Annual base salary: $100,000–$120,000, depending on experience, skills, geographical location, labor market conditions, and internal compensation considerations. Performance bonus: Eligibility for a target bonus in addition to the stated base salary range. Comprehensive healthcare: Access to a robust health coverage package. Retirement savings: Retirement plan with company matching contributions. Paid time off: Paid leave to support work-life balance and personal needs. Parental leave: Benefits designed to support employees and their families. Wellbeing resources: Access to programs and resources that promote employee health and wellness. Education support: Opportunities and resources to support ongoing learning and professional development. Remote flexibility: Work remotely from within the United States. Travel: Up to 10% travel as required by business needs. Additional employment information: Candidates must be legally authorized to work in the United States without requiring current or future employer-sponsored visa sponsorship. The position is not currently open to individuals residing in Delaware, Hawaii, North Dakota, Rhode Island, Vermont, Puerto Rico, or other U.S. territories.