Incident Management Analyst/Coordinator

Service Management Centre Lead

Required Skills & Experience:

• ServiceNow or similar ITSM platforms
• Major Incident Management
• Problem Management and Root Cause Analysis (RCA)
• Experience facilitating post-incident reviews and driving corrective actions
• Event Management and Monitoring tools
• ITIL-based service management practices
• Cloud platforms and hybrid environments
• Windows and Linux systems
• Networking fundamentals
• Operational support of critical services

Job Description:

Our Service Management Centre (SMC) is evolving from a traditional monitoring-focused operations model into a modern operational command center responsible for driving service stability, leading major incident response, facilitating root cause analysis, and improving the reliability and resilience of business-critical services. We're looking for motivated, energetic, and forward-thinking individuals who are passionate about operational excellence, service management, and continuous improvement. This is an opportunity to help shape the future of the SMC rather than simply operate within an existing model. You'll work at the center of our technology operations, collaborating with engineering teams, cloud providers, service owners, and business stakeholders to drive service restoration, investigate root causes, improve operational processes, and help modernize how IT services are managed.

Lead Operational Response:

• Act as a central coordination point during production incidents and service disruptions.
• Coordinate technical teams during major incidents and drive restoration activities to resolution.
• Assess business impact and ensure appropriate escalation of critical issues.
• Lead incident communications to technical and business stakeholders.
• Facilitate bridge calls and maintain clear situational awareness throughout incident lifecycles.
• Influence technical teams and drive outcomes during high-pressure situations.

Drive Service Stability:

• Monitor the health and performance of business-critical services.
• Analyze events and alerts to identify service-impacting issues.
• Coordinate proactive actions to prevent incidents and minimize business disruption.
• Support production operations across hybrid cloud and on-premises environments.

Deliver ITIL-Aligned Service Management:

• Support Incident, Event, Change, Problem, and Major Incident Management processes.
• Ensure high-quality documentation and accurate records within ServiceNow.
• Promote operational discipline while identifying opportunities to improve processes.

Lead Problem Management & Root Cause Analysis:

• Lead Root Cause Analysis (RCA) activities following major incidents and recurring service disruptions.
• Facilitate post-incident reviews, working with technical teams to identify underlying causes rather than symptoms.
• Coordinate corrective and preventative actions to reduce repeat incidents and improve service reliability.
• Identify recurring trends, risks, and opportunities for continual service improvement.
• Drive accountability for long-term fixes, not just short-term recovery.

Shape the Future:

• Challenge inefficient processes and identify opportunities for improvement.
• Contribute to automation initiatives that reduce manual effort and operational toil.
• Help define the future operating model of the Service Management Centre.
• Participate in continuous service improvement activities and operational maturity initiatives.
• Share knowledge and contribute to a culture of learning and innovation.

This is not a traditional NOC role, we're not looking to simply monitor alerts or manage tickets.

The person who excels in this role is curious, ambitious, energetic, and excited by change. They enjoy improving how things work, aren't afraid to challenge existing processes, and thrive in fast-paced operational environments where they can make a real impact. Candidates with backgrounds in Major Incident Management, Production Support, Service Operations, Problem Management, Enterprise Command Centres, IT Service Management, or other business-critical 24x7 operational environments will be particularly well suited to this role. This role is unlikely to be suitable for candidates whose experience is focused on Service Desk, Desktop Support, Security Operations or solely monitoring activities. The current shift we are hiring for is 8AM-4:30PM EST and 4PM-12:30AM EST onsite in Alpharetta. Pay rate ranges based on years of experience between $25-35/hour.