Technology Incident Manager (1132)

We are seeking a Technology Incident Manager to join our dynamic team. The ideal candidate will have strong experience in enterprise incident management, cross-functional coordination, and ITSM/ITIL practices and a proven ability to drive rapid incident recovery, lead crisis communications, and improve operational resilience., * Identify and assess critical incidents and outages impacting enterprise operations.

• Proactively investigate potential technology incidents upon detection or observation.
• Lead incident recovery efforts and coordinate cross-functional teams and vendors.
• Exercise independent decision-making and sound judgment during high-impact events.
• Facilitate technical crisis calls and ensure engagement of appropriate resources.
• Mediate time-sensitive triage bridges and chats to drive resolution respectfully and effectively.
• Provide accurate and timely communications to stakeholders and executive leadership.
• Escalate critical issues and manage progress updates through troubleshooting and remediation.
• Lead post-mortem sessions and document incident restoration activities and timelines.
• Identify action items and follow-ups, and coordinate with problem management.
• Ensure recovery documentation accuracy and test for feasibility.
• Drive continuous improvement to enhance system stability and client experience.
• Identify gaps in recovery processes and collaborate with monitoring and detection teams.
• Participate in incident management performance reviews and process evaluations.
• Ensure adherence to ITSM processes and define and manage critical success metrics.
• Support production readiness for critical projects with a focus on incident management.

• Proficiency leading incident response across distributed systems, networks, applications, and mainframe environments.
• Strong analytical and problem-solving skills with sound judgment under pressure.
• Clear written and verbal communication with executive-ready reporting capability.
• Familiarity with ITIL and incident management principles and practices.
• 3+ years leading technical projects, incidents, or cross-functional initiatives.

Preferred Skills:

• Certifications in ITIL, incident management, or related disciplines.
• Experience managing highly impactful incidents across multiple departments or lines of business.

• On-call rotation with 24/7 support expectations. Standard shift window 11:00 AM to 9:00 PM EST.
• Bachelor’s degree in a related business or science field, or equivalent work experience.
• Please do not submit candidates previously submitted to req 1113.

Why BCforward?

At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:

• Competitive compensation and benefits.
• Opportunities for growth with global clients.
• A supportive, inclusive culture that values innovation and people.
• Exposure to cutting-edge technologies and projects.

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.