Duration: 11 months contract (with possible extension)
The IT Incident Manager leads cross-functional investigative teams to resolve technology events impacting company’s 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.
Essential Functions
- Identify and assess critical incidents and outages impacting company’s 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.
Education
- Bachelor’s degree in a related business or science field, or equivalent work experience.
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 & Licenses
- Certifications in ITIL, incident management, or related disciplines. (Preferred)
Note:
- The manager would prefer this position to be onsite in Cleveland, OH, Albany, NY or Buffalo, NY. Remote would be considered, however if selected for an interview they must be willing to interview onsite.
- This role will require 24/7 support and on call responsibilities. This position includes on-call and off-hours support on a rotating basis, with a
standard shift ranging between 11:00 AM–9:00 PM EST.
About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit
www.ustechsolutions.com .
US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
AI Statement: By applying, you acknowledge that AI-assisted tools may be used during hiring.
#LI-AS140
