Hybrid IT Incident Manager: Major Incident Leader

Crown Equipment Corporation; New Bremen (OH); Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

Health/Dental/Vision/Prescription Drug

401K Retirement Savings Plan

Life and Disability Benefits

Paid Parental Leave

Paid Holidays

Paid Vacation

Tuition Reimbursement

and much more

Job summary

Crown Equipment Corporation is seeking a seasoned Incident Management Lead to own major incident response in a global, high-availability environment. You will drive incident handling from declaration through restoration, build dashboards, and coordinate cross-functional teams.

The role requires ITIL expertise, 5+ years in incident management, and strong executive communication. Travel is minor, and the position is hybrid from New Bremen, OH.

Qualifications

• Bachelor’s degree in IT/ MIS/ CIS/ CS/ Cybersecurity or related field with 5+ years of related experience.
• Non-degree considered if 12+ years of related experience along with a high school diploma or GED.
• Occasional travel (0-5%).

Responsibilities

• Own and administer the enterprise Incident Management process and associated procedures.
• Lead Major Incident response activities from declaration through service restoration and closure.
• Establish and facilitate incident bridge calls, coordinate technical resources, and maintain incident command during critical service disruptions.
• Develop and maintain incident-related dashboards, metrics, and reporting.
• Maintain and periodically review Major Incident Playbooks, communication templates, and escalation matrices.
• Analyze incident trends and recurring issues to identify improvement opportunities.
• Facilitate Post Incident Reviews (PIRs) and ensure corrective actions are tracked to completion.
• Provide timely, accurate, and audience-appropriate updates to executive leadership, business stakeholders, global teams, and affected.
• Build strong relationships with business partners to understand service priorities and operational impacts.
• Provide guidance, coaching, and training related to Incident Management processes and Major Incident response procedures.

Skills

Incident management

Major incident response

Executive communication

Operational dashboards

Stakeholder management

Education

Bachelor’s degree in IT / MIS / CIS / CS / Cybersecurity or related field

12+ years experience with HS diploma or GED

Tools

ITSM platforms (ServiceNow / Cherwell)

ITIL framework

Job description

Crown Equipment Corporation is seeking a seasoned Incident Management Lead to own major incident response in a global, high-availability environment. You will drive incident handling from declaration through restoration, build dashboards, and coordinate cross-functional teams.

The role requires ITIL expertise, 5+ years in incident management, and strong executive communication. Travel is minor, and the position is hybrid from New Bremen, OH.