Incident Manager

Jobs via Dice; Urbana (MD); On-site; USD 80,000 - 130,000; Full time

Job summary

A leading tech company seeks an Incident Manager in Urbana, MD, to oversee and coordinate major incidents, ensuring the stability and high quality of operations. The ideal candidate will have a strong technical background and excellent communication skills to manage crises effectively.

Qualifications

• Bachelor's degree or equivalent experience in a relevant field is essential.
• Strong technical skills in incident management and stakeholder communication.

Responsibilities

• Provide 24x7 support and manage major incidents.
• Act as liaison between internal teams and third-party providers.
• Coordinate incident communications and ensure adherence to SLAs and KPIs.
• Support continual service improvement initiatives.

Skills

Coordination

Communication

Technical Experience

Incident Management

Education

Bachelor's degree in Computer Science, Software/Electronics Engineering, Information Systems

Job description

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Dice is the leading career destination for tech experts at every stage of their careers. Our client, iTech US, Inc., is seeking the following. Apply via Dice today!

Job Title: Incident Manager

Location: Urbana, MD

Contract Position

Job Summary:

The Major Incident Manager will support the Senior Major Incident Manager in delivering stable and high-quality Operations Centre services. This role demands strong coordination, communication, and technical experience to manage major incidents and work with various internal teams and third-party suppliers to meet SLAs and KPIs.Key Responsibilities:

Education: At least a bachelor s degree (or equivalent experience) in Computer Science, Software/Electronics Engineering, Information Systems, or a closely related field is required for the project

• 24x7 Support & Incident Oversight:
• Provide round-the-clock support as part of an on-call rotation
• Ensure stability of IT services and adherence to SLAs/KPIs.
• Incident Leadership & Supplier Coordination:
• Take ownership of Major Incidents.
• Act as a liaison between the company and third-party vendors.
• Manage communication, escalation, and resolution end-to-end.
• Stakeholder Communication:
• Coordinate with Business Unit ITSMs for timely business updates.
• Be the primary contact for incident-related inquiries and follow-ups.
• Problem & Knowledge Management:
• Collaborate with Problem Management teams for Root Cause Analysis (RCA).
• Document Post-Incident Reviews (PIR) and recovery steps.
• Help build and maintain a Known Error Database (KEDB).
• Collaboration & Performance Monitoring:
• Work with Service Desk and Level 2 support teams to meet performance metrics.
• Build effective relationships with service partners and internal IT teams.
• Service Operations & Improvement:
• Support Major Incident, Problem, Availability, Event, and Knowledge Management processes.
• Drive continual service improvement initiatives.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Software Development

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