Incident Manager

The Incident Manager is responsible for coordinating the resolution of technology and application-related incidents, ensuring the right support teams are engaged and issues are addressed efficiently. This role serves as the central point of communication during incidents, leading bridge calls, coordinating stakeholders, and driving issues through resolution. While not expected to be hands-on technical, the individual should have enough understanding of Unix/Linux environments and application support processes to effectively manage incidents and communicate with technical teams. Experience with ITIL-based incident management practices is required.

Day-to-Day Responsibilities

• Monitor and manage production incidents impacting applications, infrastructure, or business services.

• Lead incident bridge calls and coordinate troubleshooting efforts across support teams (Unix/Linux, Windows, Network, Database, Application Support, etc.).

• Ensure the right technical teams are engaged and escalations occur when needed.

• Provide timely updates to stakeholders, management, and business users during incidents.

• Track incident progress and drive teams toward resolution and service restoration.

• Manage major incidents (P1/P2) from detection through closure.

• Coordinate post-incident reviews (RCA/Post-Mortem) and ensure action items are documented and assigned.

• Monitor incident trends and identify recurring issues.

• Maintain incident records and reporting within ITSM tools such as Remedy or ServiceNow.

• Support change management and problem management processes to reduce future incidents.

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Must Haves

• Strong communication and stakeholder management skills.

• Experience coordinating multiple technical teams simultaneously.

• Knowledge of incident management processes (ITIL preferred).

• Experience with ITSM tools such as Remedy or ServiceNow.

• Ability to remain calm and organized during high-severity outages.

• Understanding of infrastructure and application support environments