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# Remote Incident Manager

- **Company:** Insight Global
- **Location:** New York, NY, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Databases, Information Technology Operations, Network Troubleshooting, Database Performance, Servicenow
- **Published:** October 30, 2026
- **Apply:** https://dejobs.org/x/x/C5C7CAB9CEB0484C8B5F10DD41B42966/job/

## About the Role

* 2-5 years of experience in Incident Management or related IT operations roles * Experience leading bridge calls / managing major incident calls (this is critical) * Strong understanding of incident management processes (ITIL framework) * ITIL Certification (preferred and strongly desired; may be treated as required) * Hands-on experience with ServiceNow * Ability to coordinate across cross-functional technical teams (network, server, database, etc.) * Strong communication skills with the ability to stay calm and control high-pressure situations * Experience documenting incident timelines, ownership, and escalation paths * Ability to escalate effectively when issues stall or worsen * Degree or equivalent hands-on experience * Experience working in a Command Center / NOC-style environment * Exposure to large enterprise environments (200+ applications) * Familiarity with: o Application outages and degradation scenarios o Database issues (e.g., long-running queries,
contention) o Network instability and infrastructure incidents * Experience in AI-driven ITSM environments or exposure to automation tools (e.g., ServiceNow "Now Assist") * Prior experience in a global "follow-the-sun" support model * Strong alignment with team-oriented culture and structured operating models

## Description

* Lead and manage incident bridge calls across multiple technical teams (network, server, DBA, application teams) * Act as the central coordinator during incidents, ensuring the call stays focused and does not escalate unnecessarily * Manage incidents across a variety of issues, including: o Application failures o Network issues o Database performance problems o System outages and degradations * Track and document incident timelines, actions taken, and ownership * Drive incidents from initial issue * resolution, including escalation when needed * Partner with SMEs to ensure efficient troubleshooting and resolution * Handle varying levels of severity, including: o Daily incidents o Potential escalation from minor issues * outages * major incidents * Operate within a high-volume environment, with occasional concurrent bridge calls * Collaborate within a global team structure spanning U.S., India, and Mexico