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Technology Incident Manager

ICONMA

Role overview

Qualifications

  • Bachelor’s degree in a related business or science field, or equivalent work experience
  • 3+ years of experience leading technical projects, incidents, or cross-functional initiatives
  • Experience managing highly impactful incidents across multiple departments or lines of business
  • Experience with distributed systems, networks, application development, and mainframe environments

Responsibilities

  • Lead cross-functional investigative teams to resolve technology events impacting Client enterprise systems
  • Monitor and drive incident resolution efforts, proactively engaging technical support partners upon detection of incidents
  • Facilitate communication among technical and business stakeholders, ensuring timely and effective recovery
  • Lead incident recovery efforts, coordinating cross-functional teams and vendors

Key facts

Hard skills

Other skills

  • Decision Making
  • Communication
  • Problem Solving
  • Teamwork
  • Time Management

About the company

ICONMA logo

ICONMA

Management Consulting

We provide Professional Staffing Services & Project-Based Solutions for a broad range of Fortune 500 organizations. ICONMA is a certified Woman-Owned staffing company and was founded in 2000. ICONMA’s corporate headquarters is in Troy, Michigan, and has 15+ locations worldwide. What makes ICONMA stand out in a fiercely competitive industry? *We provide integrated, full lifecycle services across a broad range of business and technical platforms. *No single company can duplicate our full range of staffing and permanent recruiting services nationwide. *Proven track record of attracting and retaining exceedingly skilled professional workers in a highly competitive market. SERVICES OFFERED Staff Augmentation (Contract, Contract to Hire, Direct Hire, Single Source) Data Analysis Project-Based Services & Solutions Hire Train Deploy Service Model Offshore Staff Augmentation Payroll Services AREAS OF EXPERTISE - Information Technology - Engineering - Business Professional - Accounting/Finance - Admin/Clerical/Call Center - Healthcare/Clinical/Scientific - Marketing/Creative mail linkedin@iconma.com Phone (888) 451-2519 Website http://www.iconma.com

Company details

Company typeLarge
IndustryManagement Consulting
Company size1001 - 5000

Links

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Job description

Our client, a Banking company, is looking for a Technology Incident Manager for their Cleveland, OH / Albany, NY / Buffalo, NY / Remote location.
 
Responsibilities:
  • The IT Incident Manager leads cross-functional investigative teams to resolve technology events impacting Client enterprise systems.
  • This individual contributor role is responsible for monitoring and driving incident resolution efforts, proactively engaging technical support partners upon detection of incidents, facilitating communication among technical and business stakeholders, and ensuring timely and effective recovery.
  • The Incident Manager must quickly assess complex technical environments and actively guide troubleshooting efforts.
  • Identify and assess critical incidents and outages impacting client operations.
  • Proactively and directly investigate potential technology incidents when detected or observed.
  • Lead incident recovery efforts, coordinating cross-functional teams and vendors.
  • Engage in independent decision-making and be confident in making judgment calls when necessary.
  • Facilitate technical crisis calls and ensure appropriate resources are engaged.
  • Mediate high-stakes and time-sensitive triage bridges and chats to effectively and respectfully drive resolution.
  • Provide accurate and timely communications to stakeholders and executive leadership.
  • Escalate critical issues and manage progress updates throughout troubleshooting and remediation.
  • Lead post-mortem sessions and document incident restoration activities and timelines.
  • Identify action items and follow-up activities needed following incident resolution and share with problem management.
  • Ensure recovery documentation is accurate and tested for feasibility.
  • Drive continuous improvement initiatives to enhance system stability and client experience.
  • Identify gaps in recovery processes and collaborate with monitoring and detection teams.
  • Participate in incident management performance reviews and process evaluations.
  • Ensure adherence to ITSM processes and define/manage critical success metrics.
  • Support production readiness for critical projects, focusing on incident management.
 
Requirements:
  • Bachelor’s degree in a related business or science field, or equivalent work experience.
  • 3+ years of experience leading technical projects, incidents, or cross-functional initiatives.
  • Experience managing highly impactful incidents across multiple departments or lines of business.
  • Experience with distributed systems, networks, application development, and mainframe environments.
  • Familiarity with ITIL processes and incident management principles.
  • Certifications in ITIL, incident management, or related disciplines. (Preferred)
 
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MR

Marcus Rivera

Chief Revenue Officer

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