Incident Response/Support Analyst

A client of Insight Global is looking to bring on an Incident Manager to join their team. The resource is an incident manager who acts as Incident Manager during major outages, leads problem management efforts, and reviews/approves complex changes for operational readiness. This role partners closely with Service Reliability and Engineering group. Resource will be responsible for reviewing tickets, triage, Possible resolution and handing the ticket to appropriate workgroup. This is SOP driven work., Incident Management

• Lead high severity P1/P0 incidents as Incident Manager.
• Coordinate cross functional engineering teams in real time.
• Drive rapid troubleshooting, impact assessment, and resolution decisions.
• Ensure high-quality incident documentation, executive-ready summaries (templatized), and follow through
• Apply Technical knowledge of Application architecture flows in driving the incident towards mitigation

Change Management

• Review and approve high-risk or complex changes for operational readiness.
• Participate in Change Advisory Board (CAB) if / when needed.
• Validate rollback strategies and operational safety measures.
• Coordinate and lead change execution for major maintenance or reliability events.

Desired Leadership & Mentoring

• Customer centric approach to ensure faster resolution and improved satisfaction scores
• Provide technical leadership and stewardship to team members.
• Serve as a point of escalation for complex incidents.
• Participate operational readiness reviews and training sessions.

• 2+ years experience with End to End Incident Management

• Major Incident Response & Escalation Leadership

• Business Impact & Priority Assessment

• ITIL Incident & Problem Management

• Root Cause Analysis, Trend & Pattern Identification

• SLA Governance & Service Performance Reporting

• Cross Functional Coordination

• Stakeholder & Executive Communication

• Jira Service Management & ServiceNow

• Microsoft 365 & Identity Operations

• Active Directory & Entra ID

• Endpoint & Device Compliance Possible Technical Skills - Microsoft 365 | Exchange Online | Teams | SharePoint Online | Windows Server | Windows 10 & 11 | Microsoft Intune | Autopilot | Entra ID | Active Directory | Azure | VMware | Hyper-V | Linux | VPN | DNS | DHCP | IIS | PowerShell | Endpoint Security | Backup & Disaster Recovery | Jira Service Management | ServiceNow., * 2-3 years in Incident Management, or related fields.

• Strong knowledge of monitoring tools, logging systems, and incident response.

• Hands-on experience with cloud platforms (AWS, Azure, GCP).

• Strong troubleshooting skills: networking, Linux/Windows servers, cloud services.

• Strong communication and leadership skills in high-pressure situations., * Experience in using Automation (Python, Go, Bash, or PowerShell).

• Familiarity with microservices, containers, and distributed architectures.

• Certifications in cloud, ITIL, SRE, or DevOps disciplines.

$18/hr to $20/hr

Exact compensation may vary based on several factors, including skills, experience, and education., Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.