Incident Management

TechDigital Group; Atlanta (GA); Sur place; USD 120 000 - 160 000; Plein temps

Résumé du poste

TechDigital Group is seeking an experienced Incident Manager with 8+ years in ITSM to own end-to-end incident lifecycle, drive major incident resolutions, and translate operational data into actionable business insights. The role emphasizes ServiceNow reporting, data analytics, and collaboration with AI-enabled capabilities.

Responsibilities include leading incident bridges, developing dashboards, performing trend analyses, and delivering executive-level presentations.

Qualifications

• 8+ years of ITSM/Incident Management experience.
• Experience handling Major Incidents in enterprise environments.
• Strong ability to translate operational data into business insights using presentations.

Responsabilités

• Manage end-to-end incident lifecycle with minimal business impact.
• Lead Major Incident bridges with stakeholders and drive rapid resolutions.
• Conduct post-incident reviews and ensure corrective actions are taken.
• Ensure SLA adherence and proper escalation management.
• Develop and maintain ServiceNow dashboards, reports, and KPIs.
• Perform trend analysis on incident volumes, categories, and recurring issues.
• Provide actionable insights to improve service performance.
• Create executive-level PowerPoint presentations to communicate incident trends and insights.
• Collaborate with AI/ML teams for incident AI implementation.
• Identify automation opportunities and process improvements.

Connaissances

Incident Management

ServiceNow Reporting

Office Suites

AI

Outils

ServiceNow

Power BI

Tableau

Description du poste

What are the top 3 skills required for this role?

• Incident Management
• ServiceNow Reporting
• Office Suites
• AI

Job Description/ Responsibilities

Job Summary

We are seeking an experienced Incident Manager with over 8+ years of ITSM experience, strong expertise in ServiceNow reporting and data analytics, and the ability to translate operational data into compelling business insights via presentations. The candidate should also have exposure to AI-driven capabilities.

Key Responsibilities

Incident Management

• Manage the end-to-end incident lifecycle ensuring minimal business impact.
• Lead Major Incident bridges, coordinate with stakeholders, and drive quick resolutions.
• Conduct post-incident reviews (MIRs) and ensure corrective/preventive actions.
• Ensure SLA adherence and proper escalation management.
• Develop and maintain ServiceNow dashboards, reports, and KPIs.
• Perform trend analysis on incident volumes, categories, and recurring issues.
• Analyze metrics such as: Incident count, MTTR (Mean Time to Resolve),SLA compliance, Backlog trends
• Provide actionable insights to improve service performance.
• Create executive-level presentations using PowerPoint to communicate: Incident trends, Problem areas, Performance insights
• Convert complex incident data into clear, impactful stories for leadership.
• Use data visualization techniques (charts, graphs, dashboards) to highlight insights.
• Present findings in Weekly/Monthly/Quarterly Service Reviews.
• Tailor messaging for both technical teams and business stakeholders.
• Support AI-driven incident categorization and resolution recommendations.
• Identify opportunities for automation and process optimization.
• Collaborate with teams to improve incident prediction and prevention.
• Identify root causes and recurring issues through data analysis.
• Work with Problem Management to reduce incident recurrence.
• Drive initiatives for process improvements and automation adoption.

Required Skills & Qualifications

Experience

8+ years of experience in Incident Management / ITSM.

Experience in handling Major Incidents in enterprise environments.

Technical Skills

8 Years of experience in Incident Management or ITSM Roles.

• Strong Understanding of Incident Lifecycle (Logging >> Categorization >> Prioritization >> Resolution >> Closure)
• Problem-solving under pressure.
• Documentation and Knowledge Management.
• Hands on experience in ServiceNow
• Experience with maneuvering capabilities of ServiceNow
• Creating Reports (SLA Breaches, MTTR, Incident Trends)
• Strong reporting and data analysis skills
• Data Visualization (Preparing PPT for reporting).
• Understanding of ITIL Framework
• Familiarity and hands on with ITIL Practices (especially Incident and Problem Management)
• Understanding of modules in ServiceNow such as Incident Management & Problem Management.
• Exposure to AI/automation in IT operations.
• Identify automation opportunities.
• Collaborate with AI/ML Teams
• Identify opportunities for AI implementation.

Soft Skills

• Strong decision-making under pressure.
• Excellent communication and stakeholder management.
• Ability to manage high-impact incidents calmly and effectively.

Preferred Qualifications

• ITIL Certification (v3/v4)
• Experience with Power BI/Tableau
• Exposure to cloud platforms (Azure/AWS)

Key Performance Indicators (KPIs)

• MTTR (Mean Time to Resolve)
• SLA Compliance
• Incident reduction trends
• Quality of reporting & presentation
• Effectiveness of insights delivered to leadership
• Adoption of AI and automation initiatives