IT Incident Manager

Company Description:Crown Equipment Corporation is a leading innovator in world-class forklift and material handling equipment and technology. As one of the world’s largest lift truck manufacturers, we are committed to providing the customer with the safest, most efficient and ergonomic lift truck possible to lower their total cost of ownership.Job Posting ExternalPrimary ResponsibilitiesOwn and administer the enterprise Incident Management process and associated procedures.Lead Major Incident response activities from declaration through service restoration and closure. Establish and facilitate incident bridge calls, coordinate technical resources, and maintain incident command during critical service disruptions.Develop and maintain incident-related dashboards, metrics, and reporting.Maintain and periodically review Major Incident Playbooks, communication templates, and escalation matrices.Analyze incident trends and recurring issues to identify improvement opportunities.Facilitate Post Incident Reviews (PIRs) and ensure corrective actions are tracked to completion.Provide timely, accurate, and audience-appropriate updates to executive leadership, business stakeholders, global teams, and affected.Build strong relationships with business partners to understand service priorities and operational impacts.Provide guidance, coaching, and training related to Incident Management processes and Major Incident response procedures.Minimum QualificationsBachelor’s degree in Information Technology, Management Information Systems, Computer Information Systems, Computer Science, Cybersecurity or related field, along with at least 5 years of related experienceNon-degree considered if 12+ years of related experience along with a high school diploma or GEDOccasional travel (0-5%)Preferred QualificationsITIL Foundation certification required; ITIL Managing Professional certification preferred.Experience leading Major Incident Management activities within large enterprise environments.Experience working with ITSM platforms such as ServiceNow, Cherwell, or equivalent systems.Knowledge of Problem Management, Change Management, Availability Management, and Service Level Management practices.Strong analytical, organizational, and decision-making skills.Excellent written, verbal, presentation, and executive communication skills.Experience developing operational metrics, dashboards, and service reporting.This position is a hybrid remote role. A reasoable driving commute (1-2 hours) of the New Bremen, OH location is necessary.Work Authorization:Crown will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas or who need sponsorship for work authorization now or in the future, are not eligible for hire.No agency calls please.Compensation and Benefits:Crown offers an excellent wage and benefits package for full-time employees including Health/Dental/Vision/Prescription Drug Plan, Flexible Benefits Plan, 401K Retirement Savings Plan, Life and Disability Benefits, Paid Parental Leave, Paid Holidays, Paid Vacation, Tuition Reimbursement, and much more.EOE Veterans/Disabilities