Incident Manager

Job Summary

A company is looking for an Incident Manager for a contract role, located in Burlington, MA (100% Remote).

Key Responsibilities

• Own and drive the escalated incident management process for Sev1 and Sev2 incidents, coordinating technical resources and communications from detection through resolution
• Lead incident bridge calls, directing technical teams and ensuring focused progress toward service restoration
• Support escalated incident management reporting, KPI tracking, and compliance with security and internal policies

Required Qualifications

• 2-4 years of experience in incident management or IT operations, with ownership of escalated incidents
• Proven ability to coordinate cross-functional teams during high-severity incidents
• Strong understanding of ITSM principles and the relationship between incident, problem, and change management
• Working knowledge of production IT environments, including cloud infrastructure and operating systems
• Experience in a HIPAA-regulated or compliance-driven environment