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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Incident and Escalation Manager on Duty - **Company:** The Alliance - **Location:** Louisville, KY, United States (Remote available) - **Experience:** Experienced - **Contract:** Temporary contract - **Skills:** Microsoft Word, Microsoft Excel, Business Software, Microsoft Outlook, Information Technology Operations, Microsoft Office, Microsoft PowerPoint, Information Technology, Servicenow - **Published:** September 11, 2026 - **Apply:** https://www.careerjet.com/job/us6945802803e5b85a5c2e4ae80b5dbe48/eaa ## About the Role * 3-5+ years of customer service experience. * Knowledge of IT operations, IT systems, policies, and procedures including ITIL framework. * Excellent working knowledge of an ITSM platform - ServiceNow is preferred * Strong understanding of event management and escalation procedures. * Excellent problem-solving and decision-making skills, with the ability to think strategically and tactically in high-pressure situations. * Proven ability to analyze and solve a wide range of technical problems. Including the ability to perform first level assessment of technical and process deficiencies and follow up on investigations. * General project management experience. * Proficient with MS Office: Word, Excel, Outlook, PowerPoint * Excellent communication and interpersonal skills, with the ability to effectively communicate complex technical concepts to both technical and non-technical audiences. * Work requires the ability to multi-task, be flexible and open to change * Aptitude for picking up new technologies and procedures. Big Bonus Points if you Have: * Bachelor's degree in Computer Science, Engineering, Business, or related field * Demonstrated leadership abilities and a track record of successfully managing incident response teams. * Experience with crisis management and communications * ITIL 4 Foundations certification ## Description The primary purpose of the Manager on Duty (MOD) role is to ensure that critical impacting incidents are managed effectively and professionally, resulting in the restoration of normal service quickly, efficiently and with minimal impact to customer service and the business. Acting as a point of contact for incoming incident escalations, the MOD will be responsible for executing contact during an incident response scenario to guide and assist in the identification, escalation, and remediation of threats and incidents. This individual works closely with the Incident Owner as an incident lead and primary technical resource. The MOD must possess strong problem solving, analytical and time management skills. They should also be able to apply organizational, critical thinking and oral and written communication skills. The MOD will be an effective team player and leader who can work independently when necessary. Attention to detail and strong crisis management skills are critical to this position. Essential Job Responsibilities: * Manage technology incidents, including identification, assessment, prioritization, escalation, communication, and resolution. * Work with team members to facilitate the solution of complex problems with information technology software and hardware. * Handling the incident communications for all high priority incidents. Utilizing escalation tools to facilitate client communications of these incidents. * Verification of Major Incident notification messages to ensure completeness & correctness of the information being sent to the customer. * Maintaining incident logs and processing incident reports for review with upper management * Developing/maintaining technical and process documents for the Incident Management Team. * Update the incident reporting system (ServiceNow) with resolution information. * Execution of the enterprise Incident Management process, including management of incident queues, escalation as required to ensure that incidents are being resolved timely. * Responsible for the facilitation and response of all major incidents impacting mission critical business applications and Infrastructure services on a rotational 24/7/365 basis. * Conduct continuous process improvement for the Incident Management Life Cycle and Incident postmortem process. * Ability to handle and perform in stressful situations. * Collaboration with service desk agents who work closely with the incident management staff. * Establish relationships within the organization being able to fully support any critical incident as required during high-profile events within the organization. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [In-depth .NET Azure Functions: Isolated mode, performance and durable AI agents](https://www.wearedevelopers.com/videos/100207-in-depth-net-azure-functions-isolated-mode-performance-and-durable-ai-agents) - [Developing the Rich Text Editor for DeepL.com](https://www.wearedevelopers.com/videos/1172-developing-the-rich-text-editor-for-deepl-com) - [Robots are coming into the wild! 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