IT Incident Manager

Job Summary

To support seamless IT operations, the full-time remote IT Incident Manager will drive rapid incident resolution, coordinate cross-functional teams during critical incidents, and uphold service excellence while minimizing business disruption.

Key responsibilities

• Lead incident response efforts by managing communications and orchestrating collaboration across support, development, and business teams
• Proactively manage risks by addressing potential issues before they escalate into customer-impacting incidents
• Conduct post-incident analysis to identify root causes and implement improvements to enhance system resilience and operational efficiency

Required qualifications

• 5 or more years of experience in IT Incident Management
• Working knowledge of the ITIL framework and IT service management best practices
• Hands-on experience with incident tracking and observability tools such as Jira Service Management and Splunk
• Familiarity with enterprise IT environments, cloud services, and infrastructure management
• Knowledge of change management best practices