Incident Management Specialist

Insight Global; Alpharetta (GA); On-site; USD 62,000 - 69,000; Full time

Job summary

Insight Global in Alpharetta, GA seeks a Service Management Centre Lead to coordinate production incidents, drive restoration, and promote ITIL-aligned service management across hybrid environments.

You will own major incident response, RCA activities, post‑incident reviews, and continual service improvement, collaborating with engineering teams, cloud providers, and business stakeholders to elevate reliability and operational maturity.

Qualifications

• Experience delivering ITIL-aligned service management across incidents, problems, and changes.
• Proven ability to drive RCA investigations and post-incident reviews.
• Strong facilitation and communication skills during high‑pressure incidents.

Responsibilities

• Act as a central coordination point during production incidents and service disruptions.
• Coordinate technical teams during major incidents and drive restoration activities to resolution.
• Assess business impact and escalate critical issues appropriately.
• Lead incident communications to technical and business stakeholders.
• Facilitate bridge calls and maintain situational awareness throughout incident lifecycles.
• Influence technical teams and drive outcomes during high‑pressure situations.
• Monitor health and performance of business‑critical services.
• Analyze events and alerts to identify service-impacting issues.
• Coordinate proactive actions to prevent incidents and minimize disruption.
• Support production operations across hybrid cloud and on‑prem environments.
• Deliver ITIL‑aligned service management including incident, event and change management.

Skills

Incident management

RCA

ITIL

Stakeholder communication

Event management

Tools

ServiceNow

Monitoring tools

Job description

Location: Alpharetta, GA - Onsite 5 days a week

Shift:

• 8AM-4:30PM or 4PM-12:30AM EST - Onsite 5 days a week

Duration: 6 month contract to hire/FTE

Compensation: $30-33hr W2

About the Role

Our Service Management Centre (SMC) is evolving from a traditional monitoring-focused operations model into a modern operational command center responsible for driving service stability, leading major incident response, facilitating root cause analysis, and improving the reliability and resilience of business‑critical services.

We're looking for motivated, energetic, and forward-thinking individuals who are passionate about operational excellence, service management, and continuous improvement.

This is an opportunity to help shape the future of the SMC rather than simply operate within an existing model. You'll work at the center of our technology operations, collaborating with engineering teams, cloud providers, service owners, and business stakeholders to drive service restoration, investigate root causes, improve operational processes, and help modernize how IT services are managed.

If you're someone who enjoys solving complex problems, influencing outcomes, challenging the status quo, and being part of meaningful change, we'd love to hear from you.

What You'll Do

Lead Operational Response

• Act as a central coordination point during production incidents and service disruptions.
• Coordinate technical teams during major incidents and drive restoration activities to resolution.
• Assess business impact and ensure appropriate escalation of critical issues.
• Lead incident communications to technical and business stakeholders.
• Facilitate bridge calls and maintain clear situational awareness throughout incident lifecycles.
• Influence technical teams and drive outcomes during high‑pressure situations.

Drive Service Stability

• Monitor the health and performance of business‑critical services.
• Analyze events and alerts to identify service‑impacting issues.
• Coordinate proactive actions to prevent incidents and minimize business disruption.
• Support production operations across hybrid cloud and on‑premises environments.

Deliver ITIL-Aligned Service Management

• Support Incident, Event, Change, Problem, and Major Incident Management processes.
• Ensure high‑quality documentation and accurate records within ServiceNow.
• Promote operational discipline while identifying opportunities to improve processes.
• Lead Root Cause Analysis (RCA) activities following major incidents and recurring service disruptions.
• Facilitate post‑incident reviews, working with technical teams to identify underlying causes rather than symptoms.
• Coordinate corrective and preventative actions to reduce repeat incidents and improve service reliability.
• Identify recurring trends, risks, and opportunities for continual service improvement.
• Drive accountability for long‑term fixes, not just short‑term recovery.

Shape the Future

• Challenge inefficient processes and identify opportunities for improvement.
• Contribute to automation initiatives that reduce manual effort and operational toil.
• Help define the future operating model of the Service Management Centre.
• Participate in continuous service improvement activities and operational maturity initiatives.
• Share knowledge and contribute to a culture of learning and innovation.

Technical Experience

Experience in some or all of the following is desirable:

• ServiceNow or similar ITSM platforms
• Problem Management and Root Cause Analysis (RCA)
• Experience facilitating post‑incident reviews and driving corrective actions
• Event Management and Monitoring tools
• ITIL‑based service management practices
• Cloud platforms and hybrid environments
• Windows and Linux systems
• Operational support of critical services