Incident Manager

We are looking for an experienced Incident Manager to lead the resolution of IT incidents and ensure minimal disruption to business services. If you’re skilled at managing critical situations, communicating effectively with stakeholders, and leading teams through high-pressure events, this role is for you!

What You’ll Do:

• Manage and resolve IT and application incidents (servers, networks, SAP).
• Lead 24/7 major incident responses to quickly restore critical services.
• Communicate clearly with customers and internal teams throughout incidents.
• Maintain incident logs and report updates to management.
• Collaborate with problem management teams to identify and prevent recurring issues.
• Review and manage changes related to incidents to minimize risks.
• Participate in disaster recovery exercises and provide on-call support.
• Work with global, cross-functional teams to improve incident management processes.
• Build strong relationships and become a trusted advisor to customers.

Required Qualifications:

• 5 years with BS/BA; An additional 4 years of experience maybe accepted in lieu of the degree.
• Experience in IT incidents, problems, or change management.
• Hands-on experience with ITSM tools like ServiceNow, Remedy, or JIRA.
• Strong technical understanding of IT infrastructure and applications.
• Excellent communication and customer service skills.
• Ability to perform well under pressure and manage multiple priorities.
• Proficiency in Microsoft Office suite.
• Must be a US Citizen.
• Must be able to obtain and maintain the required Agency Clearance.

Preferred Skills:

• Experience with event management tools (e.g., Operations Bridge Manager).
• Knowledge of change management and participation in Change Advisory Boards.
• Basic project management skills and ability to influence stakeholders.
• Strong analytical thinking and problem-solving abilities.
• Understanding business continuity and disaster recovery best practices.
• ITIL Foundation certification