Incident Manager

Stella Contracting, Inc; Dallas (TX); Remote; USD 90,000 - 120,000; Full time

Job summary

Join a leading company in the construction industry as a Remote Incident Manager, responsible for leading incident responses and ensuring communication during service disruptions. Collaborate closely with IT teams to resolve high-priority incidents and improve management procedures. This role requires a Bachelor's degree and experience in cloud or enterprise environments.

Qualifications

• 2+ years in incident management, IT operations, or technical support.
• Experience in managing high-severity technical incidents.
• Understanding infrastructure components like servers, databases, networks.

Responsibilities

• Coordinate major incidents affecting production systems and applications.
• Lead incident response and communication with stakeholders.
• Document incident metrics, trends, and report on SLA performance.

Skills

Communication

Conflict Resolution

Calmness Under Pressure

Education

Bachelor's degree in IT, Computer Science, Cybersecurity, or related field

Tools

ServiceNow

PagerDuty

Opsgenie

Jira

Splunk

Job description

Join to apply for the Incident Manager role at Stella Contracting, Inc.

As a Remote Incident Manager, you will lead responses to major incidents disrupting business operations, ensuring timely resolution, root cause identification, and continuous improvement. This role serves as the central coordination point during service disruptions, providing clear stakeholder communication, enforcing escalation procedures, and minimizing downtime across IT systems and infrastructure.

You will collaborate closely with IT operations, security, DevOps, engineering, and service desk teams to triage, investigate, and resolve high-priority incidents. Success requires calmness under pressure, structured incident response, and effective communication with technical and non-technical stakeholders.

Key Responsibilities:

• Coordinate major incidents affecting production systems, applications, or infrastructure.
• Lead incident bridges and war rooms, ensuring escalation, collaboration, and task ownership.
• Communicate in real-time with stakeholders, including leadership, support teams, and customers.
• Follow incident management frameworks (e.g., ITIL, ISO 20000) to track and document incident progress.
• Work with technical teams on root cause analysis, resolution, and post-incident reviews.
• Maintain and improve incident management procedures and escalation protocols.
• Monitor system alerts, SLAs, and dashboards for proactive response.
• Contribute to change and problem management workflows to prevent future incidents.
• Document incident metrics, trends, lessons learned, and report on SLA performance.
• Develop playbooks and training materials to enhance organizational readiness.

Required Qualifications:

• Bachelor's degree in IT, Computer Science, Cybersecurity, or related field (or equivalent experience).
• 2+ years in incident management, IT operations, site reliability, or technical support.
• Experience managing high-severity technical incidents in cloud or enterprise environments.
• Understanding of infrastructure components (servers, databases, networks, APIs, cloud platforms).
• Familiarity with incident management tools (ServiceNow, PagerDuty, Opsgenie, Jira, Splunk).
• Excellent communication and conflict resolution skills; ability to drive consensus during crises.
• Ability to work rotating schedules, including nights and weekends, for 24/7 support.

Additional Details:

• Seniority level: Not Applicable
• Employment type: Full-time
• Job function: Information Technology
• Industry: Construction

This job posting is active and accepting applications.