IT Incident Manager

Crown; New Bremen (OH); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health/Dental/Vision/Prescription Drug

401K Retirement Savings Plan

Life and Disability Benefits

Paid Parental Leave

Paid Holidays

Paid Vacation

Tuition Reimbursement

Job summary

Crown Equipment Corporation is seeking a seasoned Major Incident Manager to own and drive enterprise incident management processes. You will lead end-to-end incident response, coordinate cross-functional teams, and provide timely executive updates during critical service disruptions.

You will develop dashboards, playbooks, and escalation templates, while mentoring teams and driving continuous improvement through PIRs and trend analysis.

Qualifications

• Bachelor’s degree in Information Technology, MIS, CIS, CS, Cybersecurity or related field, with at least 5 years of experience
• Non-degree considered if 12+ years of related experience with a high school diploma or GED
• Occasional travel (0-5%)

Responsibilities

• Own and administer the enterprise Incident Management process and associated procedures.
• Lead Major Incident response activities from declaration through service restoration and closure.
• Establish and facilitate incident bridge calls, coordinate technical resources, and maintain incident command during critical service disruptions.
• Develop and maintain incident-related dashboards, metrics, and reporting.
• Maintain and periodically review Major Incident Playbooks, communication templates, and escalation matrices.
• Analyze incident trends and recurring issues to identify improvement opportunities.
• Facilitate Post Incident Reviews (PIRs) and ensure corrective actions are tracked to completion.
• Provide timely, accurate, and audience-appropriate updates to executive leadership, business stakeholders, global teams, and affected.
• Build strong relationships with business partners to understand service priorities and operational impacts.
• Provide guidance, coaching, and training related to Incident Management processes and Major Incident response procedures.

Skills

Incident Management

Major Incident Response

Executive communication

Dashboard/metrics

Incident Playbooks

PIRs

Coaching/Training

Education

Bachelor’s degree in IT/ information systems or related field

Non-degree with 12+ years of related experience and GED/high school diploma

Tools

ServiceNow

Cherwell

Job description

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Crown Equipment Corporation is a leading innovator in world-class forklift and material handling equipment and technology. As one of the world’s largest lift truck manufacturers, we are committed to providing the customer with the safest, most efficient and ergonomic lift truck possible to lower their total cost of ownership.

Job Posting External

Primary Responsibilities

• Own and administer the enterprise Incident Management process and associated procedures.
• Lead Major Incident response activities from declaration through service restoration and closure.
• Establish and facilitate incident bridge calls, coordinate technical resources, and maintain incident command during critical service disruptions.
• Develop and maintain incident-related dashboards, metrics, and reporting.
• Maintain and periodically review Major Incident Playbooks, communication templates, and escalation matrices.
• Analyze incident trends and recurring issues to identify improvement opportunities.
• Facilitate Post Incident Reviews (PIRs) and ensure corrective actions are tracked to completion.
• Provide timely, accurate, and audience-appropriate updates to executive leadership, business stakeholders, global teams, and affected.
• Build strong relationships with business partners to understand service priorities and operational impacts.
• Provide guidance, coaching, and training related to Incident Management processes and Major Incident response procedures.

Minimum Qualifications

• Bachelor’s degree in Information Technology, Management Information Systems, Computer Information Systems, Computer Science, Cybersecurity or related field, along with at least 5 years of related experience
• Non-degree considered if 12+ years of related experience along with a high school diploma or GED
• Occasional travel (0-5%)

Preferred Qualifications

• ITIL Foundation certification required; ITIL Managing Professional certification preferred.
• Experience leading Major Incident Management activities within large enterprise environments.
• Experience working with ITSM platforms such as ServiceNow, Cherwell, or equivalent systems.
• Knowledge of Problem Management, Change Management, Availability Management, and Service Level Management practices.
• Strong analytical, organizational, and decision-making skills.
• Excellent written, verbal, presentation, and executive communication skills.
• Experience developing operational metrics, dashboards, and service reporting.

This position is a hybrid remote role. A reasoable driving commute (1-2 hours) of the New Bremen, OH location is necessary.

Work Authorization:

Crown will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Compensation and Benefits:

Crown offers an excellent wage and benefits package for full-time employees:

• Health/Dental/Vision/Prescription Drug Plan
• Flexible Benefits Plan
• 401K Retirement Savings Plan
• Life and Disability Benefits
• Paid Parental Leave
• Paid Holidays
• Paid Vacation
• Tuition Reimbursement
• much more

EOE Veterans/Disabilities

Job Segment:

• Computer Science
• Forklift
• Warehouse
• Information Systems
• Change Management
• Technology
• Manufacturing
• Management