Critical Incident Leader - 24/7 Tech Ops

Insight Global; Chandler (AZ); On-site; USD 90,000 - 140,000; Full time

Job summary

Insight Global in Chandler, AZ seeks a Major Incident Manager to lead real-time incident response for high-impact technology disruptions. You will coordinate cross-functional teams, manage executive communications, and drive incident lifecycle improvements on an onsite basis.

The role requires 3-5+ years in incident management, ITIL/ITSM familiarity, and strong stakeholder engagement to protect business operations.

Qualifications

• 3-5+ years of incident management experience.
• Experience managing major/high severity incidents in enterprise environments.
• Proficiency with incident tracking and collaboration tools (ServiceNow, JIRA, MS Teams).
• Exposure to enterprise monitoring platforms and analytics tools.
• Understanding of ITIL/ITSM processes.
• Basic understanding of infrastructure, applications, networks, and production support environments.
• Strong communication and stakeholder management skills.
• Ability to lead cross-functional teams in a matrixed environment.
• Passion for operational excellence and continuous improvement.

Responsibilities

• Lead real-time incident response efforts for high-impact technology disruptions
• Facilitate cross-functional bridge calls and coordinate resolution teams
• Create and send stakeholder communications related to technology incidents
• Assess incident severity, business impact, and root cause using monitoring tools and system logs.
• Provide timely, accurate updates to stakeholders and executive leadership
• Document incident timelines, actions taken, and resolution outcomes
• Ensure compliance with incident management policies and governance standards
• Collaborate with application owners, infrastructure teams, and support functions to restore services
• Drive post-incident reviews and contribute to continuous improvement initiatives
• Maintain readiness for 24/7 support and escalation protocols

Skills

Incident management

High severity incidents

Stakeholder communication

Cross-functional leadership

ITIL/ITSM knowledge

Tools

ServiceNow

JIRA

Microsoft Teams

Monitoring tools

Job description

Insight Global in Chandler, AZ seeks a Major Incident Manager to lead real-time incident response for high-impact technology disruptions. You will coordinate cross-functional teams, manage executive communications, and drive incident lifecycle improvements on an onsite basis.

The role requires 3-5+ years in incident management, ITIL/ITSM familiarity, and strong stakeholder engagement to protect business operations.