Incident Management- Only W2

Saransh Inc; Atlanta (GA); Hybrid; USD 110,000 - 140,000; Full time

Job summary

Saransh Inc. is seeking an experienced Incident Manager with 8+ years in ITSM to translate operational data into business insights. Strong ServiceNow reporting and exposure to AI-driven capabilities are required.

This onsite/hybrid role in Atlanta demands leadership in incident resolution, analytics, and executive communication. You will build dashboards, run weekly reviews, and partner with Problem Management to reduce recurrence, while driving automation opportunities to improve service

Qualifications

• 8+ years of ITSM and Incident Management experience.
• Experience leading Major Incidents in enterprise environments.
• Strong ServiceNow reporting, dashboards, and data analytics.
• Exposure to AI-driven capabilities in IT operations.

Responsibilities

• Manage the end-to-end incident lifecycle with minimal business impact.
• Lead Major Incident bridges and coordinate with stakeholders.
• Conduct post-incident reviews and ensure corrective actions.
• Ensure SLA adherence and escalation management.
• Develop and maintain ServiceNow dashboards and KPIs.
• Perform trend analysis on incident data and recurring issues.
• Provide actionable insights to improve service performance.
• Create executive-level presentations highlighting trends and insights.

Skills

Incident Management

ITSM

ServiceNow

Data Analytics

PowerPoint

AI/Automation

ITIL

Education

ITIL Certification

Tools

ServiceNow

Power BI

Tableau

Job description

Incident Management

Atlanta, GA – Onsite/Hybrid

W2 Position

Reporting: Yes

Incident Management: Yes

Artificial Intelligence: Yes

MS Office: Yes

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

• 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.

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

Years of Experience: 12.00 Years of Experience