Incident & Support Manager: ITIL-Driven Incident Response

Socket.dev

Glen Allen (VA)

On-site

USD 90,000 - 130,000

Full time

6 days ago

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Job summary

MediDrive is seeking a hands-on Incident & Support Manager to lead application support, major incident response, emergency change management, and delivery support for our platform. You will partner with engineering, DevOps, QA, and business operations to support reliable releases, investigate production issues, safely implement approved data fixes, and verify that services are restored.

In this role, you will own incident lifecycle, coordinate teams, apply ITIL/ITSM, monitor SLAs, and drive

Qualifications

4+ years of application support or production operations, including leading incident response.
Strong SQL troubleshooting skills and practical ITIL/ITSM knowledge.
Hands-on experience investigating and correcting production data.
Experience with Microsoft Azure and identity management (Entra ID, SSO, MFA, RBAC, provisioning).
Ability to troubleshoot APIs and distributed applications alongside developers.
Experience coordinating emergency changes, releases, and escalations.
Clear communication and sound operational judgment.
Ability to work a hybrid schedule in Glen Allen and participate in after-hours incidents and release coverage.

Responsibilities

Own support intake, prioritization, escalation, and resolution, maintaining clear accountability and stakeholder communication.
Lead major incidents, coordinating response teams, recovery actions, incident timelines, and executive updates through service restoration.
Apply ITIL practices across ITSM incidents, requests, problems, changes, and knowledge management processes.
Use SQL, application logs, monitoring, and integration data to troubleshoot issues, maintaining appropriate access controls, recovery plans, and validation records.
Coordinate emergency changes and hotfixes through designated approval authorities, confirming testing, deployment readiness, and production results.
Support releases, client launches, and integration cutovers through readiness reviews, business validation, runbooks, and post-launch support.
Lead post-incident reviews and track root causes and corrective actions to reduce recurring issues.
Monitor SLAs, response and restoration times, backlog health, and change outcomes to improve service performance.