Incident Response & Service Stability Lead

Insight Global; Alpharetta (GA); On-site; USD 62,000 - 69,000; Full time

Job summary

Insight Global in Alpharetta, GA seeks a Service Management Centre Lead to coordinate production incidents, drive restoration, and promote ITIL-aligned service management across hybrid environments.

You will own major incident response, RCA activities, post‑incident reviews, and continual service improvement, collaborating with engineering teams, cloud providers, and business stakeholders to elevate reliability and operational maturity.

Qualifications

• Experience delivering ITIL-aligned service management across incidents, problems, and changes.
• Proven ability to drive RCA investigations and post-incident reviews.
• Strong facilitation and communication skills during high‑pressure incidents.

Responsibilities

• Act as a central coordination point during production incidents and service disruptions.
• Coordinate technical teams during major incidents and drive restoration activities to resolution.
• Assess business impact and escalate critical issues appropriately.
• Lead incident communications to technical and business stakeholders.
• Facilitate bridge calls and maintain situational awareness throughout incident lifecycles.
• Influence technical teams and drive outcomes during high‑pressure situations.
• Monitor health and performance of business‑critical services.
• Analyze events and alerts to identify service-impacting issues.
• Coordinate proactive actions to prevent incidents and minimize disruption.
• Support production operations across hybrid cloud and on‑prem environments.
• Deliver ITIL‑aligned service management including incident, event and change management.

Skills

Incident management

RCA

ITIL

Stakeholder communication

Event management

Tools

ServiceNow

Monitoring tools

Job description

Insight Global in Alpharetta, GA seeks a Service Management Centre Lead to coordinate production incidents, drive restoration, and promote ITIL-aligned service management across hybrid environments.

You will own major incident response, RCA activities, post‑incident reviews, and continual service improvement, collaborating with engineering teams, cloud providers, and business stakeholders to elevate reliability and operational maturity.