Incident & Support Manager

You will partner with engineering, DevOps, QA, and business operations to support reliable releases. You will work closely with support developers to investigate production issues, safely implement approved data fixes, and verify that services are restored., * Own support intake, prioritization, escalation, and resolution, maintaining clear accountability and stakeholder communication.

• Lead major incidents, coordinating response teams, recovery actions, incident timelines, and executive updates through service restoration.
• Apply ITIL practices across ITSM incidents, requests, problems, changes, and knowledge management processes.
• Use SQL, application logs, monitoring, and integration data to troubleshoot issues, maintaining appropriate access controls, recovery plans, and validation records.
• Coordinate emergency changes and hotfixes through designated approval authorities, confirming testing, deployment readiness, and production results.
• Support releases, client launches, and integration cutovers through readiness reviews, business validation, runbooks, and post-launch support.
• Lead post-incident reviews and track root causes and corrective actions to reduce recurring issues.
• Monitor SLAs, response and restoration times, backlog health, and change outcomes to improve service performance.

• Bachelors degree in Computer Science or Information Technology.
• 4+ years of application support or production operations experience, including experience leading incident response and coordinating technical teams. Strong SQL troubleshooting skills and practical knowledge of ITIL/ITSM processes are required.
• Hands-on experience safely investigating and correcting production data.
• Experience with Microsoft Azure and identity and access management, including Microsoft Entra ID, single sign-on, multifactor authentication, role-based access, and user provisioning.
• Ability to troubleshoot APIs, integrations, authentication issues, and distributed applications alongside developers.
• Experience coordinating emergency changes, releases, and technical escalations.
• Clear communication, sound operational judgment, and experience handling sensitive information.
• Ability to work a hybrid schedule in Glen Allen and participate in scheduled after-hours incidents and release coverage.

Preferred Qualifications

• ITIL Foundation or advanced ITIL/ITSM certification.
• Experience in healthcare technology, transportation, or logistics.
• 1+ years of People management experience.
• Familiarity with Google Cloud, Cloud Spanner, Kubernetes, and ITSM and engineering ticketing platforms.