Incident Manager - IN ( Night Shift )

Rackspace; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

A leading company is seeking an Incident Manager to oversee incident management processes within their Infrastructure Operations department. The role involves leading critical incident responses, managing communications, and ensuring adherence to protocols. Ideal candidates will have significant experience in IT service management and excellent problem-solving skills.

Qualifications

• 8+ years of experience in IT service management.
• Experience in a lead role managing small teams is a plus.
• Understanding of Critical Incident and Emergency response.

Responsibilities

• Lead incident management process and investigations.
• Communicate with upper management during major incidents.
• Create and update Service Management documents.

Skills

Communication

Problem Solving

Analytical

Organizational

Time Management

Education

Bachelor's degree in IT

Bachelor's degree in engineering

Tools

ServiceNow

JIRA

PagerDuty

SignalFX

Splunk

Zabbix

Job description

Role - Incident Manager

Shift: PST Shift (Night Shift)

Experience: 8+ years of experience

We are seeking a passionate Incident Manager to join our Infrastructure Operations (IOPS) department. In this role, you'll be part of the Service Management team responsible for leading incident, problem, and change management processes. During critical major incidents, you will act as an Incident Commander, overseeing the organization's incident response—from investigation in a war room to delegation, communication, coordination, and resolution to restore services promptly.

To succeed, you should understand basic internet technology and have an aptitude for learning new technologies and procedures. An outstanding Incident Manager excels at multitasking and remains focused and calm during major incidents.

Incident Manager Responsibilities:

• Assign, manage, communicate, and escalate incident responses during major incidents.
• Oversee the incident management process and lead investigations as Incident Commander.
• Respond promptly to service incidents, triage, and initiate incident management.
• Prioritize incidents based on urgency and impact.
• Create and update Service Management documents to ensure current information, standard definitions, and SLAs.
• Collaborate with the service management team to ensure protocol adherence.
• Log incidents, record resolutions, and facilitate RCA discussions and Post-Mortem meetings to prevent recurrence.
• Review and improve incident management processes.
• Communicate with upper management during major incidents.
• Lead weekly production health meetings to keep teams informed about issues, changes, and releases.
• Assist the team in prioritizing workloads and rescheduling non-urgent tasks.

Incident Manager Requirements:

• Bachelor's degree in IT, engineering, or related field.
• At least two years of experience in IT service management, ITIL, or similar roles.
• Experience in a lead role managing small teams is a plus.
• Understanding of Critical Incident, Emergency response, or Risk mitigation.
• Knowledge of ITSM software like ServiceNow and JIRA.
• Experience with IT systems such as PagerDuty, SignalFX, Splunk, Zabbix.
• Excellent communication and collaboration skills.
• Strong problem-solving, analytical, organizational, and time management skills.

About Rackspace Technology

We are multicloud solutions experts, combining leading technologies across applications, data, and security to deliver end-to-end solutions. Recognized as a top workplace, we attract and develop world-class talent. Join us to embrace technology, empower customers, and shape the future.

Our Culture

We thrive through our shared goal: to be a valued team member on an inspiring mission. We value diverse perspectives, foster innovation, and serve our global communities. We are committed to equal employment opportunity and welcome applicants with disabilities or special needs requiring accommodations.