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Incident Manager

Workiy Inc.

Role overview

Qualifications

  • Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field
  • 3–5 years of experience in Major Incident Management or IT Operations
  • Hands-on experience working within IT Service Management (ITSM) environments
  • Strong understanding of ITIL processes

Responsibilities

  • Lead and coordinate the resolution of high-priority IT incidents
  • Minimize business disruption during critical incidents
  • Communicate effectively with technical teams, executives, and business stakeholders
  • Prepare executive-level incident summaries and status communications

Key facts

Hard skills

Incident Management IT Service Management Stakeholder Communications Technical Management Microsoft Networking Server Farms Database Management

Other skills

  • Analytical Skills
  • Troubleshooting (Problem Solving)
  • Organizational Skills
  • Decision Making
  • Communication
  • Calmness Under Pressure

About the company

Workiy Inc. logo

Workiy Inc.

IT Services & IT Consulting

Workiy provides digital solutions and staffing services, utilizing our patented delivery model and a unique and flexible, client-centric approach to tackling technology's biggest challenges. We don’t have “clients” we have partners! Our mission is to enable your talented teams and amazing systems to assist your business in optimally achieving its goals. The Workiy team, brings to the table, more than 20+ years of experience in the technology industry across many verticals in both the private and public sector.

Company details

Company typeSME
IndustryIT Services & IT Consulting
Company size11 - 50

Links

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Job description

This is a remote position.

We are seeking an experienced Incident Manager to lead and coordinate the resolution of high-priority IT incidents while minimizing business disruption. The ideal candidate will have a strong background in IT Service Management (ITSM), Major Incident Management, and cross-functional stakeholder communication. This role requires exceptional coordination skills, technical awareness, and the ability to manage critical incidents in a fast-paced enterprise environment.

Requirements

  • Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent professional experience).
  • 3–5 years of experience in Major Incident Management or IT Operations.
  • Hands-on experience working within IT Service Management (ITSM) environments.
  • Strong understanding of ITIL processes, including:Incident Management, Problem Management, Change Management, Service Request Management
  • Experience leading Major Incident bridge calls involving multiple technical teams.
  • Strong knowledge of enterprise IT infrastructure, including:Networking, Cloud platforms, Servers, Applications, Database environments
  • Excellent verbal and written communication skills.
  • Ability to communicate effectively with technical teams, executives, and business stakeholders.
  • Proven ability to perform under pressure in mission-critical production environments.
  • Experience preparing executive-level incident summaries and status communications.
  • Strong analytical, troubleshooting, organizational, and decision-making skills.
  • Ability to manage multiple priorities simultaneously in a fast-paced environment.
  • Willingness to work non-traditional schedules aligned with Eastern Standard Time (EST) business hours.

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MR

Marcus Rivera

Chief Revenue Officer

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