Technology Incident Manager

About the role

Step into a high-impact Technology Incident Manager role focused on restoring critical business services quickly and effectively during technology disruptions. This position offers the opportunity to lead cross-functional incident response efforts, support continuous improvement, and help strengthen operational resilience in a fast-paced enterprise environment.

Responsibilities

• Lead response efforts for major technology incidents and coordinate the timely restoration of business services.
• Facilitate incident bridge calls with technical and business stakeholders to drive clear actions and rapid resolution.
• Assess incident scope, impact, and urgency, then engage the right support teams and escalation paths.
• Guide troubleshooting across multiple technology areas, including applications, infrastructure, networks, distributed systems, and mainframes.
• Partner with internal teams, vendors, and communications partners to ensure accurate updates and effective issue resolution.
• Escalate high-priority incidents to leadership and provide consistent status updates throughout the lifecycle of the event.
• Support post-incident reviews by documenting findings, identifying root causes, and recommending process improvements.
• Maintain and validate critical recovery documentation to support readiness and continuity.
• Contribute to incident management metrics, reporting, and ongoing operational improvements.
• Participate in overnight coverage and weekend on-call rotation as part of a 24/7 support model.

Requirements

• 3+ years of experience leading technical projects, incident response efforts, or cross-functional technology initiatives.
• Experience working in a high-pressure IT operations or incident management environment.
• Solid understanding of enterprise IT infrastructure and application ecosystems.
• Strong communication skills with the ability to engage both technical and non-technical audiences.
• Ability to stay composed, make sound decisions, and coordinate effectively during urgent situations.
• Experience managing competing priorities and driving alignment among multiple stakeholders.
• Knowledge of incident response, service restoration, root cause analysis, and recovery practices.
• Familiarity with ITIL-based processes and incident management best practices.
• Strong documentation skills and attention to detail when recording incidents, actions, and outcomes.
• Ability to work overnight shifts and participate in on-call support.

Preferred Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent experience.
• ITIL Foundation certification.
• Incident management, project management, or other technical certifications.
• Experience supporting cybersecurity-related incidents.
• Exposure to production readiness reviews and business continuity practices.
• Experience contributing to process improvement or operational stability initiatives.