Incident Manager

We are seeking a skilled Incident Manager to lead the response to technology incidents and service disruptions, ensuring rapid restoration of services and minimal business impact. The ideal candidate excels under pressure, communicates effectively with technical and non‑technical stakeholders, and drives continuous improvement across incident management processes. This role plays a critical part in maintaining operational stability and strengthening enterprise resilience.

Key Responsibilities

Incident Response & Coordination

• Manage and oversee enterprise‑wide incident tickets, ensuring timely triage, prioritization, and resolution.
• Serve as the central coordination point during high‑impact incidents, facilitating communication across technical teams and leadership.
• Ensure proper escalation paths are followed and that incidents are resolved or routed appropriately.

Documentation, Governance & Reporting

• Maintain accurate incident documentation, categorization, and closure notes in alignment with ITSM and audit standards.
• Contribute to trend analysis, recurring issue identification, and service improvement reporting.
• Support root‑cause analysis (RCA) efforts and ensure follow‑up actions are documented and tracked.

Operational Excellence & Process Improvement

• Maintain ticket hygiene and contribute to overall queue health across the ITSM platform.
• Participate in operational team meetings to ensure seamless ticket handoff and consistent documentation practices.
• Support the development and refinement of escalation workflows, reporting dashboards, and operational metrics.
• Recommend and implement process improvements that reduce redundancy and enhance operational efficiency.

Collaboration & Stakeholder Communication

• Communicate incident status, impact, and resolution progress to stakeholders clearly and consistently.
• Partner with IT operations, cybersecurity, networking, and application teams to ensure coordinated response efforts.
• Promote a culture of continuous improvement and operational discipline across the organization.

Required Qualifications: 

• Bachelor’s degree in Information Technology, Business, or related field.
• 5 years of experience in IT operations, service management, or incident response. 4 years of additional experience may be substituted in lieu of a degree.
• Strong understanding of ITIL‑based incident management practices.
• Familiarity with ITSM platforms (ServiceNow, Remedy, Jira Service Management, etc.).
• Experience working in 24/7 operational environments; shift work may be required.
• DoD 8140 IAT Level II certification (e.g., Security+).
• Active TS/SCI clearance.

Desired Qualifications: 

• ITIL v4 certification or equivalent operational framework experience.
• Familiarity with NIST cybersecurity frameworks for incident management.
• Experience supporting major incident management (MIM) or command‑center operations.
• Strong analytical skills with experience using dashboards, metrics, and reporting tools.