Incident Manager

Position Overview

The IT Incident Manager plays a central role in maintaining the stability and reliability of enterprise technology services. This position is responsible for coordinating the response to critical incidents, ensuring timely restoration of services, and driving continuous improvement across incident management processes. The ideal candidate brings strong communication, organizational excellence, and hands-on experience in service desk operations and management.

Key Responsibilities

Critical Incident Response

• Lead and coordinate the end-to-end response for high-priority and major incidents.
• Mobilize and direct technical resources to ensure rapid analysis, troubleshooting, and service restoration.
• Serve as the primary point of communication during critical incidents, providing timely updates to stakeholders and leadership.
• Ensure incident timelines, actions, and decisions are accurately documented for post-incident review.

Incident Documentation & Analysis

• Maintain detailed and accurate incident records, ensuring all required information is captured for compliance and audit needs.
• Facilitate post-incident reviews, including root cause analysis (RCA) and lessons learned sessions.
• Analyze incident trends, recurring issues, and systemic problems to identify opportunities for process, technology, or service improvements.
• Produce regular reports summarizing incident performance, trends, and SLA adherence.

Service Quality & Process Governance

• Ensure all incidents are handled in alignment with established service level agreements (SLAs) and IT service management (ITSM) best practices.
• Review incident tickets for completeness, accuracy, and quality of documentation.
• Collaborate with service desk teams, technical support groups, and problem management to improve workflows and reduce incident volume.
• Recommend and help implement enhancements to incident management processes, tools, and communication practices.

Required Qualifications

• Minimum of 8 years with BS/BA; Minimum of 6 years with MS/MA; Minimum of 3 years with PhD, 12 years with a HS diploma
• Proven experience in service desk operations and management.
• Strong communication skills, with the ability to convey technical information clearly to both technical and nontechnical audiences.
• Exceptional organizational skills, with the ability to manage multiple priorities in high-pressure situations.
• Demonstrated ability to coordinate cross-functional technical teams during incident analysis and resolution.
• Familiarity with ITIL or similar IT service management frameworks.
• Must be able to obtain and maintain a Department of Energy (DOE) security clearance.

Preferred Qualifications

• Experience leading major incident response in a large or complex IT environment.
• Knowledge of root cause analysis methodologies and incident trend analysis.
• Exposure to ITSM tools such as ServiceNow, Remedy, Jira Service Management, or similar platforms.