Incident Manager

Insight Global; Richmond (VA); Hybrid; USD 52,000 - 55,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Eligibility

Day-one Benefits

Job summary

Insight Global is seeking a Major Incident Manager for a client in Chandler, AZ. This hybrid on-site role drives rapid resolution and executive communications during technology incidents.

You will lead real-time incident responses, coordinate cross-functional teams, and partner with global technology groups to minimize downtime. Strong ITSM knowledge and ITIL certification are preferred; pay is $38–$40/hr based on experience.

Qualifications

• Experience leading real-time incident response for enterprise systems.
• Strong ITIL and ITSM knowledge with a focus on incident management.
• Ability to communicate clearly with executives and non-technical stakeholders.

Responsibilities

• Lead real-time incident response for high-impact technology disruptions.
• Facilitate cross-functional bridge calls and coordinate resolution teams.
• Create and send stakeholder communications related to incidents.
• Assess incident severity, business impact, and root causes using monitoring tools.

Skills

Incident management

Executive communication

Stakeholder management

Cross-functional leadership

ITSM

SLA adherence

Team leadership

Education

ITIL Foundation Certification

Tools

ServiceNow

Jira

Microsoft Teams

Job description

Insight Global is looking for a Major Incident Manager to join one of our clients in Chandler, AZ. Hybrid on-site schedule. The Incident Manager will drive rapid resolution and stakeholder communications related to technology incidents. The ideal candidate will have a strong technical background, excellent communication skills, experience leading complex technical triage, and a proven ability to manage high-pressure situations.

The primary responsibilities include leading the response to high-priority incidents, ensuring minimal disruption to services, and coordinating all necessary resources to resolve issues swiftly. You will work in concert with global technology teams, monitoring critical systems, and communicating technology incident information to Senior Executives at Bank of America. The position operates closely with all global line-of-business and infrastructure domain functions and is key in the prevention or containment of business impacting technology incidents. Pay is $38/hr - $40/hr based on experience!

Key Responsibilities:

• Lead real-time incident response efforts for high-impact technology disruptions.
• Facilitate cross-functional bridge calls and coordinate resolution teams.
• Create and send stakeholder communications related to technology incidents.
• Assess incident severity, business impact, and root cause using monitoring tools and system logs.
• Provide timely, accurate updates to stakeholders and executive leadership
• Document incident timelines, actions taken, and resolution outcomes
• Ensure compliance with incident management policies and governance standards
• Collaborate with application owners, infrastructure teams, and support functions to restore services
• Drive post-incident reviews and contribute to continuous improvement initiatives
• Maintain readiness for 24/7 support and escalation protocols
• Proven experience in enterprise-level incident management or technology operations
• Strong understanding of IT service management (ITSM) principles and practices
• Proficiency with incident tracking and collaboration tools (e.g., ServiceNow, JIRA, Microsoft Teams)
• Ability to interpret technical data and communicate clearly to non-technical audiences
• Excellent verbal and written communication skills, including executive-level reporting
• Strong organizational skills and ability to manage multiple priorities under pressure
• Proficient in Microsoft 365 Suite (Excel, Word, PowerPoint, Outlook)
• ITIL Foundation Certification or equivalent
• Experience in financial services or other regulated industries
• Exposure to enterprise monitoring platforms and analytics tools
• Ability to lead cross-functional teams in a matrixed environment
• Comfortable working across time zones and supporting global operations
• High emotional intelligence and situational awareness during crisis events
• Passion for operational excellence and continuous improvement

Exact compensation may vary based on several factors, including skills, experience, and education.

• Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance.
• Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment.
• Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.