Technology Incident Manager

About the role

We are seeking an experienced Technology Incident Manager to lead the resolution of critical technology incidents that impact enterprise business operations. This individual will coordinate cross-functional teams, drive rapid service restoration, and ensure effective communication throughout the incident lifecycle. The role plays a critical part in minimizing business disruption, improving operational resilience, and driving continuous improvement across incident management processes.

Responsibilities

• Lead the identification, assessment, escalation, and resolution of high-priority technology incidents affecting business operations.
• Serve as the central point of coordination during major incidents, facilitating virtual incident response calls with technical and business stakeholders.
• Assess incident scope, severity, and business impact to determine appropriate escalation paths and support team engagement.
• Coordinate troubleshooting efforts across infrastructure, networks, applications, cloud environments, distributed systems, and mainframe technologies.
• Collaborate with internal teams and third-party vendors to ensure timely resolution of incidents.
• Provide regular updates to stakeholders and senior leadership regarding incident status, business impact, mitigation efforts, and recovery timelines.
• Partner with communications teams to ensure accurate and timely incident notifications.
• Conduct post-incident reviews, documenting findings, root causes, lessons learned, and corrective actions.
• Maintain and review application recovery and incident response documentation to ensure accuracy and readiness.
• Identify opportunities to improve incident response, recovery processes, monitoring capabilities, and operational procedures.
• Participate in production readiness reviews for key technology initiatives and projects.
• Support the development of incident management metrics, reporting, dashboards, and trend analysis.
• Adhere to ITIL-based service management practices and established organizational processes.
• Participate in overnight support coverage and weekend on-call rotations.
• Perform additional duties and responsibilities as assigned.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent work experience.
• 3+ years of experience leading technical projects, incident response activities, or cross-functional technology initiatives.
• Experience working in complex enterprise technology environments.
• Familiarity with IT infrastructure, applications, networking, and operational support models.
• Strong understanding of incident management methodologies and service restoration processes.
• Ability to work effectively in a fast-paced, high-pressure, 24/7 operational environment.

Preferred Qualifications

• Experience supporting a 24/7 IT operations, Network Operations Center (NOC), Security Operations Center (SOC), or Incident Management function.
• ITIL Foundation Certification.
• Project Management Professional (PMP) certification or other relevant technical certifications.
• Experience coordinating enterprise-wide major incidents across multiple technology domains.
• Knowledge of business continuity and disaster recovery practices.

Skills

• Incident & Major Incident Management: Ability to lead enterprise incident response efforts and drive timely service restoration. Experience managing major incidents from identification through resolution and post-incident review. Strong understanding of escalation management and stakeholder engagement.
• Technical Knowledge: Working knowledge of enterprise applications, infrastructure, networking, cloud platforms, and cybersecurity concepts. Ability to coordinate technical teams investigating complex system disruptions. Understanding of IT operations, service management, and recovery processes.
• Leadership & Communication: Exceptional verbal and written communication skills. Ability to communicate effectively with both technical and non-technical audiences. Strong leadership presence with the ability to maintain control and direction during high-impact events. Experience facilitating meetings and coordinating large cross-functional teams.
• Problem Solving & Decision Making: Strong analytical and critical-thinking skills. Ability to assess complex situations quickly and make informed decisions under pressure. Experience conducting root cause analysis and implementing corrective actions.
• Risk & Business Continuity: Understanding of risk management principles and business continuity planning. Knowledge of disaster recovery and service resiliency practices. Ability to prioritize business impacts and recovery objectives during service disruptions.
• Documentation & Process Improvement: Strong documentation and organizational skills. Experience creating incident timelines, post-mortem reports, and recovery documentation. Commitment to continuous process improvement and operational excellence.

Work Environment

Fast-paced, enterprise technology environment supporting critical business operations. Requires participation in overnight shifts and a rotating weekend on-call schedule. Frequent collaboration with technology teams, business stakeholders, and external vendors. Hybrid and remote flexibility may be considered based on business needs.

Physical Requirements

• Ability to work in a standard office environment.
• Prolonged periods of sitting and working on a computer.
• Frequent communication via phone, video conference, and in-person meetings.
• Occasional lifting of laptops, computer bags, or office materials up to 10 pounds.

Travel Requirements

Occasional travel, including potential overnight stays, may be required.

Benefits

• Medical, dental, vision, life, and disability insurance plans.
• Employee Stock Purchase Program (ESPP).
• 401K program with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program and access to certification prep, technical and leadership courses/books/seminars after 6+ months of tenure.
• Certification discounts and perks for associations including CompTIA and IIBA.
• Dedicated customer service team for benefits and resources.
• Access to a certified Career Coach.