Incident & Reporting Manager

The Panther Group is seeking an experienced Incident & Reporting Manager to support a leading organization in the Boston area. This individual will play a critical role in driving IT service excellence through incident management, reporting, process optimization, and continuous improvement initiatives. Please Note: No corp-to-corp, subcontracting or visa sponsorship is available for this role. This position is ideal for a candidate with strong IT Service Management (ITSM) experience, a passion for analytics and reporting, and the ability to coordinate major incident response efforts in a fast‑paced environment. Position Overview The Incident & Reporting Manager will help improve the overall customer experience by identifying trends, analyzing service metrics, optimizing workflows, and driving process improvements across the IT organization. This role will also serve as the first‑line Major Incident Coordinator, leading response efforts during critical system outages and facilitating communication between technical teams, stakeholders, and leadership. Key Responsibilities Incident Management Coordinate and manage major incidents from identification through resolution. Facilitate bridge calls and communication during service disruptions. Partner with technical teams to restore services as quickly as possible. Conduct post‑incident reviews and identify opportunities for process improvement. Help define and improve incident management procedures and best practices. Reporting & Analytics Develop and maintain meaningful dashboards, reports, and metrics. Analyze KPIs, SLAs, service trends, and operational performance. Identify recurring issues, service gaps, and improvement opportunities. Present insights and recommendations to leadership and stakeholders. Leverage ITSM, call center, and operational data to support decision‑making. Process Improvement & ITSM Support Audit processes and workflows against established KPIs and service goals. Ensure compliance with ITSM procedures, policies, and standards. Support service transition activities and operational readiness initiatives. Create documentation, support procedures, and training materials. Serve as an internal resource for ITSM processes and best practices. Required Qualifications 5+ years of experience in IT Service Management (ITSM), Incident Management, Reporting, or related disciplines. Strong understanding of ITIL principles and ITSM frameworks. Experience creating and managing KPIs, SLAs, dashboards, and operational reporting. Experience working with ServiceNow or similar ITSM platforms. Strong analytical and problem‑solving skills. Excellent communication, facilitation, and organizational abilities. Ability to work effectively across multiple teams and stakeholders. Advanced proficiency with Microsoft Office applications. Preferred Qualifications ITIL Certification ServiceNow Certification Experience within higher education or other complex service environments Experience supporting large‑scale enterprise technology organizations Core Competencies Service Excellence Consistently delivers exceptional customer service while anticipating stakeholder needs and ensuring high‑quality outcomes. Collaborative Partnership Builds strong relationships across teams, encourages collaboration, and drives alignment among stakeholders. Analytical Thinking Evaluates data from multiple sources, identifies trends, and translates findings into actionable recommendations. Discretion & Integrity Handles sensitive information responsibly and maintains the highest ethical standards. Adaptability & Initiative Thrives in dynamic environments and proactively identifies opportunities for improvement. Growth Mindset Embraces continuous learning and seeks opportunities for professional development. Pay up to $37.14 per hour W2 #J-18808-Ljbffr THE PANTHER GROUP