Incident Manager (Service Availability)

Optomi; Baltimore (MD); Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Job summary

A leading tech recruitment firm is seeking a Senior Incident Manager for a hybrid role to ensure the 24x7 availability of IT services. This role demands strong incident management skills along with a solid understanding of SRE principles. The Senior Incident Manager will lead high-pressure incidents, improve automation practices, and enhance overall system reliability. Successful candidates will possess hands-on experience with ServiceNow and related technologies. This is a mid-senior level full-time position based in the Washington DC-Baltimore area.

Qualifications

• Strong incident management and command experience, with a proven ability to lead under pressure.
• Solid understanding of SRE principles, practices, and automation.
• Knowledge of cloud infrastructure and related technologies.

Responsibilities

• Lead incident command during high-pressure situations, coordinating technical teams and driving resolution.
• Apply SRE principles to reduce toil, improve monitoring, and increase system reliability.
• Drive proactive service availability initiatives, including automation and workflow improvements.

Skills

Incident management

SRE principles

Strong communication skills

Cloud infrastructure knowledge

Tools

ServiceNow

Monitoring/automation platforms

CI/CD tools

Job description

Senior Cloud and Infrastructure Recruiter at Optomi

Incident Manager (Service Availability)

*6-month contract to hire*

Hybrid: 1x a month onsite

Optomi, in partnership with our premier client in the hospitality industry, is seeking a Senior Incident Manager to join their team for a hybrid role! The Sr. Incident Manager is responsible for ensuring the 24x7 availability and optimal performance of our client's IT services and applications.

This role blends traditional Incident Management responsibilities with SRE practices, automation, and proactive problem-solving. Roughly 80% of the work will center on incident command, while 20% will focus on automation and continuous improvement.

Responsibilities:

• Lead incident command during high-pressure situations, coordinating technical teams and driving resolution.
• Apply SRE principles to reduce toil, improve monitoring, and increase system reliability.
• Drive proactive service availability initiatives, including automation and workflow improvements.
• Act as a strong communicator and leader on the incident bridge, speaking up and challenging opinions when needed.
• Ensure incidents are managed effectively without misaligned role expectations.

Must Have Skills & Experience:

• Strong incident management and command experience, with a proven ability to lead under pressure.
• Solid understanding of SRE principles, practices, and automation.
• Strong communication skills with the confidence to challenge technical opinions.
• Clear understanding of the role’s incident-heavy workload.
• Knowledge of cloud infrastructure and related technologies.
• Hands‑on experience with ServiceNow and monitoring/automation platforms.

Nice to Have Skills & Experience:

• Experience with event management tools (e.g., Big Panda, Dynatrace, Moogsoft).
• Familiarity with CI/CD tools (e.g., Jenkins, Harness).
• Experience with workflow automation tools (e.g., Operations Orchestration, Ansible).

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Hospitality

Referrals increase your chances of interviewing at Optomi by 2x

Benefits

• Medical insurance
• Vision insurance
• 401(k)

Get notified about new Incident Manager jobs in Washington DC-Baltimore Area.