Incident Management Specialist

Overview

The Incident Management Specialist oversees the identification, response, and resolution of IT-related incidents to minimize business disruption and ensure service continuity. This role requires strong analytical skills, rapid decision-making, and effective communication to coordinate cross-functional teams during critical events. The specialist ensures incidents are documented, analyzed, and resolved in alignment with organizational policies and service level agreements (SLAs).

Responsibilities

• Maintains an overview of the incident management process and coordinates cross-functional teams to resolve high-priority or major incidents.
• Communicates incident status, impact, and resolution updates to stakeholders and management.
• Documents incident details, root causes, and corrective actions in the incident tracking system.
• Analyzes incident trends to identify recurring issues and opportunities for process improvement.
• Ensures compliance with Service Level Agreements (SLAs) and escalation protocols.
• Participates in post-incident reviews to recommend preventative measures and strengthen system resilience.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5-7 years in IT Operations, Service Management, or Incident Response.
• Strong understanding of ITIL or other ITSM frameworks.
• Excellent communication and coordination skills, especially under pressure.
• Ability to analyze technical issues and facilitate problem resolution.
• Familiarity with incident management tools such as Service Now, Remedy, Ivanti.

Benefits

• 401(k) Plan (35% employer match per dollar up to 10% employee contribution)
• Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes member advocacy; and Kaiser)
• RX Home Delivery HSA with Employer Contribution
• In-vitro Fertility (treatment coverage)
• Dental Vision (2 plans: 12-month and 24-month frames allowance)
• FSA Plans (Healthcare, Dependent Care and Limited Purpose)
• Pre-tax Commuter Plans
• Employer-paid Life Insurance
• Employer-paid Short + Term Disability
• Long Term Disability (2 plans: Employer-paid or optional Self-paid)
• Paid Parental Leave (4 weeks at 100%)
• Employee Assistance Plan
• Voluntary Life Insurance for team member, spouse and child
• Voluntary Accidental Death for team member and spouse
• Legal/ID Theft Plans
• Telereadiness Wellness via Omada Health (healthy living solution)
• Travel Assistance Business Travel Accident Coverage Medical for foreign travel coverage
• Employer-paid Pet Telehealth Accident Insurance
• Critical Illness Insurance
• Hospital Indemnity Insurance
• Volunteer Time Off
• 10 Holidays
• Summer Sizzle On Demand Pay (Daily Pay)
• Work Environment
• Ability to handle multiple priorities and demands in a fast-paced environment.