Incident Manager

Incident Manager

All IT Solutions

United States · Cincinnati, Ohio

Workplace Type — Remote

Employment Type — Contract

We are currently seeking a qualified Incident Manager to support this engagement. Please review the complete requirements, work location, employment type, and screening questions before applying. Candidates whose experience closely matches the position will be contacted directly by the AIS recruiting team.

Job Summary

All IT Solutions is seeking an Incident Manager to join a client engagement.

Responsibilities

• Mode of Interview: Virtual 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
• 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
• Prior subject-matter knowledge of Point of Sale (POS) systems or retail/store operations environments

Required Qualifications

• Experience in retail or omni-channel commerce environments, including store systems, eCommerce, or supply chain
• Exposure to cloud platforms and containerized/microservices architectures
• Our client certification or equivalent exposure to incident/problem management practices
• 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

Preferred Qualifications

• Preferred / Added Advantage

ABOUT ALL IT SOLUTIONS LLC

Headquartered in Mount Laurel, New Jersey, All IT Solutions LLC is a technology and workforce solutions company serving government and commercial organizations throughout the United States. AIS provides IT staffing and staff augmentation, cybersecurity, IT consulting, custom software development, cloud services, data engineering, artificial intelligence, application development, and related technology solutions.

AIS is an NMSDC/EMSDC-certified Minority Business Enterprise and an NYC Department of Small Business Services-certified M/WBE. We participate in E-Verify and are committed to maintaining professional, transparent, and compliant hiring practices.

EQUAL EMPLOYMENT OPPORTUNITY

All IT Solutions LLC is an equal opportunity employer. Employment decisions are made based on qualifications, merit, performance, and legitimate business requirements without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state, or local law.

Reasonable accommodations are available to qualified applicants with disabilities during the application and interview process.

RECRUITMENT NOTICE

All IT Solutions LLC is a staffing and technology services company and may receive fees or compensation from client organizations for recruiting, staffing, placement, or workforce services. Candidates are never charged an application, recruitment, placement, or interview fee by All IT Solutions LLC.

Any commercial rates, fees, or staffing arrangements are between All IT Solutions LLC and its clients and do not require payment from the candidate.

Official recruiting communications will come from an authorized All IT Solutions representative or an @allitsolutions.us email address.

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