Incident Manager

Insight Global; United States; On-site; USD 34,000 - 36,000; Full time

Job summary

Insight Global is seeking an Incident Manager to sit fully remote for a large streaming service. You will monitor incidents, log in ServiceNow, coordinate with fix agents, and communicate updates to executives.

You will lead post-incident reviews, classify severity using viewership metrics, and participate in ongoing infrastructure troubleshooting and monitoring. This fast-paced role demands strong problem-solving and customer service skills.

Qualifications

• 3+ years in an incident management/operational role.
• Experience with a ticketing system (ServiceNow preferred).
• Strong ITSM, cloud, software deployments, and change rollback understanding.
• Excellent verbal and written communication; able to engage execs.
• Strong analytical, organizational, and problem-solving skills.

Responsibilities

• Monitor incidents and log details in the ticketing system (ServiceNow).
• Coordinate recovery actions and communicate status to stakeholders and executives.
• Lead/post-incident reviews to identify systemic/root-ccause issues and preventative actions.
• Triage and troubleshoot across networks and infrastructure to restore service.

Skills

Incident management

ServiceNow

ITSM

Communication skills

Analytical thinking

Tools

ServiceNow

Job description

3+ years within an operation Incident Management role

Experience working within a Ticketing System (Preferably ServiceNow)

Strong understanding of ITSM process, cloud computing, software deployments, and change rollbacks

Exceptional verbal and written communication skills, comfortable communicating with technical and non-technical colleagues and executives

Strong analytical, organizational, and problem-solving skills

JOB DESCRIPTION

Pay Rate 25-26/hr Insight Global is seeking out an Incident Manager to sit FULLY REMOTE for a large streaming service. This incident manger will be joining a team of incident & change managers handling the operations, networks, infrastructures, and incident communications. This person will provide eyes-on-glass monitoring from within the Direct-to-Consumer product offerings to ensure system availability and will manage any production incidents that occur during their shift. This individual will lead/assist in recovery and process actions on emergency bridges and ensure that incidents are resolved in a timely manner, with appropriate actions to mitigate business/customer impact. This person will take ownership of their assigned incidents starting from inception, resolution, all the way to final problem investigation. The Incident Manager will ensure all incidents receive a post incident review, intended to identify systemic and root cause that requires resolution once the immediate impact is remediated. This person will be working closely with the digital network operations team where they will flip it into recovery and engage the IM team and gather all details of the issue (when it started, what is the impact, viewership). The IM will be responsible for analyzing the viewership data against the metrics to classify the level of severity of the incident. From there, the IM will run through all the aspects of the incident, log it into the ServiceNow system, get on a conference bridge with the fix agents to engage all fixes, track the timeline, and then send out all communications of the incident to the executives. The teams then will begin to troubleshoot the issue (source, internal networks, networks impacted, reception feed interruptions) and document all the communications in layman’s terms (exact issue, who was engaged, who mitigated the issue, how was it resolved) and send it up to the executives through ServiceNow. 40% of their day will be spent handling the incidents. The remaining 60% will be spent handling the day-to-day tasks such as troubleshooting, configuring of infrastructures, monitoring networks, and monitoring the availability and performance of the end-to-end systems. This is a very fast paced, high intensity environment so these candidates need to have strong problem-solving abilities, superb customer service skills, with the ability to adapt and pivot in high stress situations.