Incident Manager

Insight Global; Jacksonville (FL); On-site; USD 90,000 - 140,000; Full time

Job summary

Insight Global is seeking an Event & Incident Management / Major Incident Manager for a top financial services and technology client. This candidate will serve as a critical leader within a 24/7 production support environment, responsible for coordinating major incident response efforts, driving technical triage, and restoring business-critical services as quickly as possible.

The ideal candidate will lead high-visibility incident calls, communicate effectively with executive leadership and

Qualifications

• 3–5+ years of incident/event/major incident management in large enterprise production support.
• Strong knowledge of ITIL methodology.
• Experience with Incident, Event, Problem, Change, Release Management, and Operational Readiness processes.
• Experience leading incident triage calls and driving service restoration.
• Hands-on with ServiceNow, AIOps, and Microsoft Office Suite.
• Working knowledge of monitoring tools including Splunk, Dynatrace, Netcool, and similar platforms.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Strong verbal and written communication skills with ability to communicate at all organizational levels.
• Ability to work effectively in high-pressure, fast-paced environments.
• Proven ability to manage multiple priorities and escalations simultaneously.
• Ability to independently lead discussions, facilitate calls, and drive accountability across technical teams.
• Experience creating executive-level incident communications and status updates.

Responsibilities

• Lead major incident and technical event triage calls during production-impacting incidents.
• Coordinate technical teams and ensure all necessary support groups are engaged.
• Drive restoration efforts and maintain focus on service recovery.
• Create and distribute timely, accurate incident communications to CTO/CIO leadership and business stakeholders.
• Monitor enterprise applications and infrastructure using various monitoring tools and dashboards.
• Respond to alerts, investigate issues, and coordinate escalations as needed.
• Perform real-time technical analysis and incident validation.
• Support operational monitoring and production support activities.
• Identify trends and recurring issues through proactive monitoring and reporting.
• Recommend and implement monitoring and automation improvements with engineering teams.
• Document incident timelines, actions, resolutions, and lessons learned.
• Support monthly integrated releases, infrastructure releases, and production recoveries.
• Hold technical teams and stakeholders accountable throughout the incident lifecycle.

Skills

Incident management

Event management

Major incident management

ITIL

ServiceNow

AIOps

Splunk

Dynatrace

Monitoring tools

Executive communication

Crisis leadership

Problem solving

Stakeholder management

Automation opportunities

Tools

ServiceNow

Splunk

Dynatrace

Netcool

AIOps platforms

Job description

Location: Chandler, AZ or Jacksonville, FL

Must-Haves:

• 3–5+ years of Incident Management, Event Management, or Major Incident Management experience within a large enterprise production support environment
• Strong knowledge of ITIL methodology
• Experience with Incident, Event, Problem, Change, Release Management, and Operational Readiness processes
• Experience leading incident triage calls and driving service restoration efforts
• Hands-on experience with ServiceNow, AIOps, and Microsoft Office Suite
• Working knowledge of monitoring tools including Splunk, Dynatrace, Netcool, and similar platforms
• Excellent analytical, troubleshooting, and problem-solving skills
• Strong verbal and written communication skills with ability to communicate at all organizational levels
• Ability to work effectively in high-pressure, fast-paced environments
• Proven ability to manage multiple priorities and escalations simultaneously
• Ability to independently lead discussions, facilitate calls, and drive accountability across technical teams
• Experience creating executive-level incident communications and status updates

Plusses:

• Experience in complex global enterprise-scale environments
• Strong understanding of SRE (Site Reliability Engineering) principles
• Experience with Incident Commander / Incident Command System (ICS) models
• Experience with enterprise monitoring tools, dashboards, and operational processes
• Hands-on experience with proactive monitoring, health checks, and Eyes-On-Glass support models
• Application, infrastructure, and networking support experience
• Experience with .NET technologies, Windows, Linux, and Oracle environments
• Ability to identify automation and monitoring improvement opportunities
• Customer-centric mindset
• Strong technical event management experience

Day to Day:

Insight Global is seeking an Event & Incident Management / Major Incident Manager for a top financial services and technology client. This candidate will serve as a critical leader within a 24/7 production support environment, responsible for coordinating major incident response efforts, driving technical triage, and restoring business-critical services as quickly as possible. The ideal candidate will lead high-visibility incident calls, communicate effectively with executive leadership and technical teams, proactively monitor enterprise applications and infrastructure, and leverage tools such as ServiceNow, Splunk, Dynatrace, Netcool, and AIOps platforms to identify, assess, and resolve production issues. This is an excellent opportunity for a technically savvy operations professional who thrives in fast-paced environments, enjoys leading crisis management efforts, and has a strong passion for operational excellence, service reliability, and continuous improvement.

Day-to-Day:

• Lead major incident and technical event triage calls during production-impacting incidents
• Coordinate technical teams and ensure all necessary support groups are engaged
• Drive restoration efforts and maintain focus on service recovery
• Create and distribute timely, accurate incident communications to CTO/CIO leadership and business stakeholders
• Monitor enterprise applications and infrastructure using various monitoring tools and dashboards
• Respond to alerts, investigate issues, and coordinate escalations as needed
• Perform real-time technical analysis and incident validation
• Support operational monitoring and production support activities
• Identify trends and recurring issues through proactive monitoring and reporting
• Recommend and implement monitoring and automation improvements with engineering teams
• Document incident timelines, actions, resolutions, and lessons learned
• Support monthly integrated releases, infrastructure releases, and production recoveries
• Hold technical teams and stakeholders accountable throughout the incident lifecycle