Incident Manager

A client of Innova Solutions is immediately hiring for a Incident Manager

Position type: Full-Time Contract (W2)
Role: Incident Manager
Duration: 6+ Months Contract
Location : Cincinnati, OH ( work from office 5 days a week )

We are looking for an Incident Manager to stand up dedicated Major Incident command for our Point of Sale (POS) solution. This role creates a single accountable owner for P1/P2 command, evidence-based PIR/RCA governance, and executive-ready incident reporting - raising the bar from adhoc escalation handling to a mature, ServiceNow-driven Major Incident Management (MIM) practice.

Required Skills & Experience
• 10+ years leading enterprise Major Incident Management (P1/P2) triage, escalation, war rooms, executive communications, and service restoration
• Demonstrated experience building or maturing ITSM programs (Incident, Major Incident, Problem, Change) using ServiceNow, including severity models, PIR/RCA cadence, and KPI dashboards
• Track record leading 24x7 IT Ops/NOC-ITOC operating models and coordinating across infrastructure, application, network, security, and vendor teams
• Strong root cause analysis skills, with a structured, evidence-based approach to problem-solving
• Comfortable working with ticketing/ITSM tools (ServiceNow, JIRA) and log/monitoring platforms (Kibana, Splunk, Grafana, Dynatrace)
• Proven ability to translate technical incident data into business-impact reporting for MBR/QBR and C-suite audiences
• Willingness and availability to work weekends/holidays as part of a team roster/rotation
• Ability to work under pressure during live incidents while maintaining a calm, methodical approach

Key Responsibilities
• Serve as enterprise incident commander for P1/P2 incidents - leading triage, war-room coordination, decision facilitation, and stakeholder communications across Application Support, Platforms/Infrastructure Ops, SRE/Observability, Engineering, and business teams
• Own and mature the Major Incident Management practice: severity models, escalation protocols, war-room procedures, communication templates, and PIR/RCA cadence within ServiceNow
• Lead evidence-based Post-Incident Reviews (PIRs), requiring incident timelines, monitoring data, deployment history, root cause findings, and measurable corrective-action plans before review meetings
• Operationalize Problem Management by linking PIR outcomes to ServiceNow/JIRA records with named owners, due dates, and closure evidence; track overdue reliability work for leadership visibility
• Design and deliver MIM KPI reporting - MTTR, SLA compliance, change success, recurrence trends, and escalation drivers - translating incident performance into business-impact reporting for MBR/QBR and executive audiences
• Partner with SRE/Observability to improve alert correlation, noise reduction, and early detection of customer-impacting degradation
• Improve critical service readiness by validating ownership, dependencies, escalation contacts, and support models for high-impact services
• Participate in the team's weekend and holiday on-call roster and be available for after-hours Major Incident bridges as part of a rotating schedule

Preferred / Added Advantage
• Prior subject-matter knowledge of Point of Sale (POS) systems or retail/store operations environments
• Experience in retail or omni-channel commerce environments, including store systems, eCommerce, or supply chain
• Exposure to cloud platforms and containerized/microservices architectures
• ITIL Foundation certification or equivalent exposure to incident/problem management practices


Qualified candidates should APPLY NOW for immediate consideration!


This position is only open to applicants who can be engaged on a W-2 basis. 1099 contractors and Corp-to-Corp arrangements will not be considered for this position.

Please hit APPLY to provide the required information, and we will be back in touch as soon as possible.
We are currently interviewing to fill this and other similar positions. If this role is not a fit for you, we do offer a referral bonus program for referrals that we successfully place with our clients, subject to program guidelines.

REFERRAL PROGRAM:
This position qualifies for a Referral Bonus amount of $250-$1000 dollars. Click here to learn more - Referral Program . Please email your referral details along with their resume to View email address on click.appcast.io

Samarth Mishra
View phone number on click.appcast.io
View email address on click.appcast.io

PAY RANGE AND BENEFITS:
Pay Range*: Between $50 - $57/- per hour
*Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.

Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).

ABOUT INNOVA SOLUTIONS: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.

Recent Recognitions:

• Named One of America's Best Employers for New Grads by Forbes (2024)
• Named One of the Best Companies to Work for by U.S. News & World Report (Private Companies List, 2024-2025)
• One of the Largest IT Staffing Firms in the US - Ranked #3 by Staffing Industry Analysts (SIA, 2024)
• One of the Largest Staffing Firms in the US - Ranked #13 by Staffing Industry Analysts (SIA, 2024; includes Innova Solutions, Volt, & HireGenics)
• Named One of the Top Ten Private Companies in Atlanta by the Atlanta Business Chronicle (2023)
• One of the Largest Certified Minority Business Enterprises (MBEs) in the United States (NMSDC, 2024)
• AWS Advanced Tier Services Partner with 100+ certifications

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Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at View email address on click.appcast.io or View phone number on click.appcast.io. Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. § 1324b.
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