Incident Manager
Expedite Technology Solutions LLC
Job Title
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.
Vacancy posted 1 day ago
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