Incident Manager – IT Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and manage the resolution of significant incidents to ensure swift restoration of services.

• Oversee the comprehensive Incident Management lifecycle from detection to resolution.

• Evaluate incident severity, assess business impact, and determine prioritization.

• Guarantee that incidents are documented, classified, prioritized, escalated, and resolved within established SLAs.

• Chair and facilitate Major Incident conference calls and war-room sessions.

• Provide incident updates to business stakeholders, customers, and management.

• Prepare and circulate status updates, executive summaries, and notifications.

• Coordinate support teams across Infrastructure, Network, Application, Security, Cloud, and Vendors.

• Serve as the main escalation point for critical and high-priority incidents.

• Conduct post-incident reviews and facilitate lessons-learned discussions.

• Lead Root Cause Analysis initiatives and monitor corrective and preventive measures.

• Collaborate with Problem Management teams to address underlying issues and develop long-term solutions.

• Track incident trends, service performance metrics, and operational KPIs.

• Generate management reports, dashboards, and service review documents.

• Identify and implement enhancements to incident management processes and operations.

• Ensure adherence to Incident Management policies, procedures, and ITIL standards.

• Assist in IT Service Management audits and governance activities.

• Maintain precise documentation for incidents, RCA, and operational procedures.

⛳️ Requirements

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline.

• ITIL Foundation certification.

• 5+ years of experience in IT Operations, Service Management, or Incident Management.

• Demonstrated experience in managing Major Incidents within complex enterprise settings.

• Familiarity with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or comparable platforms.

• Experience in coordinating cross-functional technical teams and vendor partnerships.

• Strong expertise in Incident and Major Incident Management.

• Excellent analytical and problem-solving skills.

• Knowledge of the ITIL Service Management framework.

• Experience with SLA, KPI, and operational performance management.

🏝️ Benefits

• Opportunities for professional development and training.

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Flexible working hours and remote work options.

• Collaborative and inclusive work culture.