Incident Manager

TEK NINJAS; Princeton (NJ); Hybrid; USD 90,000 - 120,000; Full time

Job summary

A leading company in IT consulting seeks an Accounts Manager focused on client relations and business growth in Princeton. This mid-senior level role involves managing incident escalations, collaborating across teams, and driving process improvements within ITSM frameworks. Ideal candidates will have a strong technical background and excellent communication skills to engage both tech-savvy and non-technical audiences.

Qualifications

• Experience leading major incident communications and resource coordination.
• Ability to work within ITSM processes and document root causes.
• Strong background in cloud technology and DevOps practices.

Responsibilities

• Manage P1 and P2 major incident activities and documentation.
• Collaborate on interdependencies and report on KPIs.
• Identify and implement automation in incident management processes.

Skills

Incident Management

Technical understanding of cloud infrastructure

DevOps

ServiceNow

Effective communication

Automation opportunities

Job description

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Accounts Manager - Client Relations & Business Growth

Location: Princeton, NJ (Hybrid)

Contract: W2

Duration: Long Term

Qualifications:

• Regional escalation points of contact for Incident Management activities across Ratings. Lead P1 and P2 Major Incident management & communications, including coordinating resources, diagnosing incidents, triaging, documenting, and working towards resolution.
• Technical understanding of cloud infrastructure, DevOps, storage, and networking; utilize background to assess, diagnose, and resolve incidents.
• Experience with ServiceNow & reporting.
• Executive reporting on KPIs, trends, pain points, and successes. Collaborate on interdependencies between Changes, Incidents, and Problems.
• Work within ITSM processes including Change and Problem Management to identify synergies and dependencies.
• Participate in Root Cause Analysis documents to support incident closure, identify gaps, reduce risk, and improve incident management.
• Identify automation opportunities in Incident Management; collaborate to implement and enhance efficiency.
• Ability to communicate incidents effectively to technical and non-technical audiences.
• Occasional weekend and after-hours coverage for Major Incidents impacting critical systems.
• Work across ITSM areas including Change and Problem Management.

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• IT Services and IT Consulting

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