Incident Response Lead: ITIL-Driven, Cross-Team

Insight Global; Jersey City (NJ); On-site; USD 110,000 - 140,000; Full time

Job summary

Insight Global is hiring an Incident Manager in Jersey City to coordinate resolution of technology incidents and drive service restoration. You will lead bridge calls, engage appropriate teams, and communicate updates to stakeholders.

The role requires understanding of Unix/Linux environments, ITIL practices, and effective incident management processes. A strong focus on collaboration and process improvement is essential.

Qualifications

• Strong communication, stakeholder management, and coordination across multiple technical teams.
• Knowledge of incident management processes (ITIL preferred).
• Experience with ITSM tools such as Remedy or ServiceNow.
• Ability to stay calm and organized during high-severity outages.
• Understanding of infrastructure and application support environments.

Responsibilities

• Monitor and manage production incidents impacting applications, infrastructure, or business services.
• Lead incident bridge calls and coordinate troubleshooting across support teams.
• Ensure the right technical teams are engaged and escalations occur when needed.
• Provide timely updates to stakeholders, management and business users during incidents.
• Track incident progress and drive teams toward resolution and service restoration.
• Manage major incidents (P1/P2) from detection through closure.
• Coordinate post-incident reviews and ensure action items are documented and assigned.
• Monitor incident trends and identify recurring issues.
• Maintain incident records and reporting within ITSM tools such as Remedy or ServiceNow.
• Support change and problem management processes to reduce future incidents.

Skills

Strong communication

Stakeholder management

Coordinating multiple teams

ITIL incident management

ITSM tools ( Remedy/ServiceNow )

Calm under pressure

Infrastructure and application support

Tools

Remedy

ServiceNow

Job description

Insight Global is hiring an Incident Manager in Jersey City to coordinate resolution of technology incidents and drive service restoration. You will lead bridge calls, engage appropriate teams, and communicate updates to stakeholders.

The role requires understanding of Unix/Linux environments, ITIL practices, and effective incident management processes. A strong focus on collaboration and process improvement is essential.