> Markdown version of [/jobs/ext/1794032-senior-incident-manager](https://www.wearedevelopers.com/jobs/ext/1794032-senior-incident-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Incident Manager - **Company:** CITIZENS INC - **Location:** Boston, MA, United States - **Experience:** Expert - **Salary:** $100,000.0 - $135,000.0 - **Contract:** Permanent contract - **Skills:** Agile Methodology, Information Technology, Servicenow - **Published:** July 9, 2026 - **Apply:** https://dejobs.org/x/x/6FC7FDEED0FB44B3915C4D581865C468/job/ ## About the Role * 5 or more years of experience in IT Service Management, Incident Management, IT Support, or a related discipline. * Proven experience leading major incident response in a complex enterprise environment. * Experience coordinating technical, business, risk, and executive stakeholders during high pressure operational events. * Strong written and verbal communication skills, including executive level incident communications. * Hands on experience with ServiceNow or an equivalent ITSM platform. * Knowledge of ITIL based incident, problem, change, escalation, and service management practices. * Experience navigating large corporate environments, preferably in a highly regulated industry such as financial services., * ITIL v3, ITIL 4, or equivalent service management certification. * Experience managing regulatory, cyber, operational risk, or enterprise impacting incidents. * Experience improving incident response through automation, observability, reporting, and process optimization. Education and Certifications * Bachelor's degree in Computer Science, Business Administration, Management, Information Technology, or a related field preferred. * Additional certifications in incident management, risk management, or service management preferred. ## Description The Senior Service Management Specialist leads enterprise incident management activities to ensure timely restoration of critical services and minimize business disruption, financial exposure, and reputational risk. This role coordinates high priority incident response across technology, business, risk, legal, communications, and executive stakeholders while maintaining strong governance, clear communication, and adherence to enterprise service management practices., * Lead end to end response for high impact P1 and P2 enterprise incidents, including intake, assessment, escalation, coordination, restoration, and post incident follow up. * Facilitate major incident bridge calls, establish clear ownership, and drive cross functional teams toward timely technical and business recovery. * Serve as the central coordination point for Technology Operations, Risk, Legal, Communications, executive leadership, and other key stakeholders. * Prepare and deliver timely incident communications, executive updates, status summaries, and escalation notices. * Ensure incidents are documented accurately in systems of record, including timelines, decisions, actions, impacts, and recovery milestones. * Enforce incident classification, prioritization, escalation, regulatory, audit, and governance requirements. * Lead post incident reviews, identify lessons learned, and partner with problem management teams to drive root cause remediation and recurrence prevention. * Use incident metrics, trends, and service management data to improve response effectiveness, resilience, automation, and operational maturity. * Support emergency change processes and promote ITIL aligned service management practices in an Agile, fast paced environment. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Enabling intelligent logistics automation: home-grown Industrial IoT platform at Austrian Post](https://www.wearedevelopers.com/videos/2018-enabling-intelligent-logistics-automation-home-grown-industrial-iot-platform-at-austrian-post) - [ShapeShift: Reinventing Agile for a B2B SaaS Scale-Up](https://www.wearedevelopers.com/videos/1655-shapeshift-reinventing-agile-for-a-b2b-saas-scale-up) - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [Robots are coming into the wild! Full-Stack Robotics Engineers, be ready!](https://www.wearedevelopers.com/videos/479-robots-are-coming-into-the-wild-full-stack-robotics-engineers-be-ready) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [Promotion Interview Questions: How to Answer and Get the Job](https://www.wearedevelopers.com/magazine/413-promotion-interview-questions-how-to-answer-and-get-the-job) - [Best Companies to Work For in Berlin: Top 14 Companies in 2023 ](https://www.wearedevelopers.com/magazine/188-best-companies-to-work-for-in-berlin-top-14-companies-in-2023)