Incident Manager Senior
About the role
For our client, we are seeking a Incident Manager Senior to join the team of a leader in the Finance & Insurance space. This role will lead complex incident response efforts across technology operations, with a focus on restoring service quickly, coordinating stakeholders, and reducing business impact during major incidents. The person in this position will partner closely with operations, support, and technical teams to drive clear communication, disciplined triage, and timely escalation. In addition, this role will use incident trends and operational analytics to identify opportunities that strengthen service health and improve future response.
Location: Remote - US based candidates only, no visa sponsorship available
Pay
$103,450 – $197,730 annually
Responsibilities
- Manage and drive complex incident triage, categorization, and resolution processes
- Mentor peers and team members in incident management responsibilities
- Facilitate monitoring and analysis of incidents impacting employees and business operations
- Execute recall protocols for staff during major incidents
- Perform critical incident remediation and escalation processes
- Manage internal communications during major incidents to key stakeholders
- Analyze operational analytics to provide management insight
Qualifications
- Bachelor’s degree or 4 years of relevant education and experience
- Experience in IT Operations, ITSM, Service Desk, or IT Incident Management
- Ability to assess operational risk and prioritize issues rapidly
- Experience with ITSM platforms such as ServiceNow for incident management
- Strong verbal and written communication skills for stakeholder engagement
- Service health management capabilities to correlate monitoring events and incidents
- Analytical skills to identify trends and improvement opportunities
Benefits
- Comprehensive medical, dental, and vision plans
- 401(k) and pension plans
- Life insurance and parental benefits
- Adoption assistance and paid time off, including 16 paid volunteer hours
- Wellness programs and career path planning
- Continuing education support for professional goals