Sr Incident Manager (REMOTE)

• Lead the incident management lifecycle from detection to resolution

· Facilitate incident response calls, ensuring:

o The right teams are engaged

o Clear ownership and escalation

o Accurate, real-time communication

· Use AI prompts and tools during incident calls to:

o Capture timelines, actions, decisions, and impact

o Improve data quality and reporting

· Provide ongoing status updates to stakeholders and leadership during incidents

· Coordinate with IT teams, business partners, and vendors to resolve issues quickly

· Conduct post-incident reviews, documenting lessons learned and action items

· Analyze incident trends and drive improvements to prevent recurrence

· Create and present incident reports and metrics to senior leadership

· Mentor and support incident management team members

· Participate in scheduled overnight on-call support during assigned weeks

• 5+ years of experience in incident management, IT service management, or a closely related field

· Hands-on experience leading live incidents in a large, complex enterprise environment

· Strong understanding of IT infrastructure, applications, and service operations

· Proven ability to lead high-pressure incident calls and drive teams to resolution

· Experience with incident management tools (e.g., ServiceNow, Jira, or similar)

· Excellent communication and stakeholder management skills (technical and non-technical audiences)

· Strong problem-solving and root cause analysis skills

· Ability to analyze incident data and trends to reduce repeat incidents

· Willingness to participate in on-call rotation

o One week every six weeks

o 6:00 PM - 6:00 AM

· Ability to develop and implement AI prompts to capture and structure incident information during live incident calls

Bachelor's degree in IT, Business, or a related field (or equivalent experience) · ITIL certification

· Advanced certifications such as CISM, CISSP, or crisis management credentials

· Experience building or improving incident response frameworks or crisis playbooks

· Prior people-leadership or mentoring experience

· Experience creating dashboards, KPIs, or executive-level reporting

· Master's degree in a related field

Exposure to automation or AI-enabled incident management beyond basic tooling