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Incident Manager

Expedite Technology Solutions LLC

Role overview

Qualifications

  • 5+ years of experience in Incident Management, IT Operations, Service Management, or related discipline.
  • Proven experience leading major incident response and facilitating executive-level communications.
  • Strong working knowledge of ITIL (v4 preferred) frameworks and service management processes.
  • Hands-on experience with ServiceNow (incident, problem, and reporting modules).

Responsibilities

  • Lead and coordinate Major Incident (Sev1/Sev2) response, including command of incident bridge calls and cross-team mobilization.
  • Deliver clear, concise, and timely updates to executive leadership and business stakeholders.
  • Establish, govern, and continuously improve Incident, Problem, and Request Management processes aligned to ITIL principles.
  • Lead post-incident reviews and enforce high-quality root cause analysis practices.

Key facts

Hard skills

Incident Management Service Management ServiceNow SQL (Programming Language) Change Management Performance Metric Runbook

Other skills

  • Microsoft Office
  • Communication
  • Leadership
  • Problem Solving
  • Teamwork

About the company

Expedite Technology Solutions LLC logo

Expedite Technology Solutions LLC

IT Services & IT Consulting

Expedite Technology Solutions has an extensive background in technology outsourcing, professional services, and staffing. We offer the expertise of a global company combined with ‘one to one’ customized service of a local business partner. Whether you want an implementation specialist for a short-term project or a software developer to add to your team, Expedite will work with you to provide the top-notch IT professionals you need. We can help you identify the right technical resources and manage the hiring process, or provide you with a complete project solution.

Company details

Company typeSME
IndustryIT Services & IT Consulting
Company size51 - 200

Links

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Job description

Key Responsibilities
Major Incident Leadership
  • Lead and coordinate Major Incident (Sev1/Sev2) response, including command of incident bridge calls and cross-team mobilization.
  • Drive timely service restoration with a bias toward action and clear accountability.
  • Ensure proper escalation, communication flow, and stakeholder alignment during high-impact events.
Executive & Stakeholder Communications
  • Deliver clear, concise, and timely updates to executive leadership and business stakeholders.
  • Develop and standardize communication templates and reporting practices across incident lifecycles.
  • Serve as the primary operational communications lead during critical incidents and service disruptions.
Incident & Problem Management Governance
  • Establish, govern, and continuously improve Incident, Problem, and Request Management processes aligned to ITIL principles.
  • Facilitate governance forums including Incident Reviews, Problem Review Board (PRB), and RCA sessions.
  • Ensure adherence to service management standards, SLAs, and operational policies.
Root Cause Analysis (RCA) & Problem Management
  • Lead post-incident reviews and enforce high-quality root cause analysis practices.
  • Track corrective and preventive actions through closure with clear ownership and accountability.
  • Analyze trends to proactively identify systemic issues and eliminate recurring incident patterns.
Operational Readiness & Service Excellence
  • Partner with SRE and Production Support Engineering to improve operational maturity and resilience.
  • Drive runbook development, operational preparedness, and readiness reviews for new and existing services.
  • Conduct workshops to reinforce process understanding, SLA accountability, and operational consistency.
Metrics, Reporting & Continuous Improvement
  • Develop and maintain dashboards tracking MTTR, incident volume, SLA compliance, and operational KPIs.
  • Compile, analyze, and present service performance metrics to leadership and stakeholders.
  • Identify process gaps and lead continuous improvement initiatives to enhance service reliability and efficiency.
Service Delivery & Process Oversight
  • Monitor incident, problem, change, and request lifecycle metrics (including aging and SLA adherence).
  • Collaborate with Service Delivery Managers to ensure accurate SLA reporting and proactive performance management.
  • Act as a subject matter expert for service management processes, tools, and standards.
Success Measures
  • Measurable reduction in MTTR and improved service restoration outcomes.
  • 100% completion and quality compliance of Sev1/Sev2 RCAs.
  • Reduction in repeat incidents and improved problem resolution effectiveness.
  • Increased stakeholder satisfaction with incident handling and communication.
  • Demonstrated improvement in SLA compliance and operational maturity.
Required Qualifications
  • 5+ years of experience in Incident Management, IT Operations, Service Management, or related discipline.
  • Proven experience leading major incident response and facilitating executive-level communications.
  • Strong working knowledge of ITIL (v4 preferred) frameworks and service management processes.
  • Hands-on experience with ServiceNow (incident, problem, and reporting modules).
  • Experience with operational metrics, reporting, and data analysis (SQL/reporting tools preferred).
Technical & Professional Skills
  • Strong understanding of Incident, Problem, Change, and SLA Management practices.
  • Advanced reporting and analytical skills with the ability to interpret operational data and trends.
  • Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word) and reporting tools.
  • Ability to develop, document, and standardize processes and procedures.
  • Solid understanding of service delivery models and customer support operations.
Leadership Characteristics
  • Calm, decisive, and highly effective under pressure.
  • Strong facilitator with executive presence and the ability to influence across all levels.
  • Ownership mindset with a bias toward action and results.
  • Customer-focused with a strong commitment to service excellence.
  • Continuous improvement mindset with the ability to identify and drive meaningful change.
Additional Expectations
  • Applies independent judgment and decision-making in high-impact operational scenarios.
  • Identifies process gaps and drives solutions to moderately complex operational challenges.
  • Participates in and leads process improvement initiatives and operational projects.
  • Builds strong partnerships across engineering, operations, and business teams.
  • Acts as a trusted advisor on service management practices and operational readiness.

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Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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