Incident Management Specialist

Accountabilities

• Manage IT incidents from initial identification through closure, ensuring efficient resolution and continuous improvement.
• Coordinate cross-functional technical teams to ensure timely resolution of major and high-priority incidents.
• Communicate incident status, business impact, progress updates, and resolutions to stakeholders and leadership.
• Maintain accurate incident documentation, including timelines, root causes, corrective actions, and resolution details.
• Analyze incident trends to identify recurring issues, operational risks, and opportunities for process improvements.
• Ensure compliance with service level agreements (SLAs), escalation procedures, and incident management standards.
• Facilitate post-incident reviews and recommend preventative actions to improve system reliability and resilience.
• Collaborate with IT operations and service management teams to enhance incident response processes.
• Support continuous improvement initiatives related to monitoring, reporting, and operational effectiveness.

Requirements

• An experienced IT operations professional with strong incident management expertise and the ability to coordinate technical teams during complex situations.
• A combination of analytical thinking, communication skills, and knowledge of IT service management practices.
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5-7 years of experience in IT Operations, Service Management, Incident Response, or a related discipline.
• A strong understanding of ITIL principles or other IT service management frameworks.
• Experience managing incidents in enterprise technology environments.
• Excellent communication and coordination skills, particularly in high-pressure situations.
• The ability to analyze technical issues, identify root causes, and facilitate effective resolution.
• Experience working with incident management platforms such as ServiceNow, Remedy, Ivanti, or similar tools.
• Strong organizational skills with the ability to manage multiple priorities and competing demands.
• Experience with monitoring and alerting systems is preferred.
• The ability to work collaboratively with technical teams, stakeholders, and leadership.

Benefits

• A competitive salary range of $66,000-$80,000, based on experience, education, certifications, location, and relevant skills.
• A 401(k) plan with employer matching contributions.
• A comprehensive medical, dental, and vision coverage options.
• Prescription support and home delivery services.
• A Health Savings Account (HSA) with employer contribution.
• A Flexible Spending Account (FSA) options.
• Employer-paid life insurance and disability coverage.
• Paid parental leave and employee assistance programs.
• Wellness programs and telehealth resources.
• Legal, identity theft protection, and travel assistance benefits.
• Pet telehealth coverage and additional voluntary insurance options.
• Paid holidays, volunteer time off, and additional employee programs.
• Opportunity to work in a professional technology environment focused on innovation, reliability, and continuous improvement.