IT Incident Manager

Crown Equipment Corporation

New Bremen (OH)

Hybrid

USD 110,000 - 140,000

Full time

20 hours ago

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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

and much more

Job summary

Crown Equipment Corporation is seeking a seasoned Incident Management Lead to own major incident response in a global, high-availability environment. You will drive incident handling from declaration through restoration, build dashboards, and coordinate cross-functional teams.

The role requires ITIL expertise, 5+ years in incident management, and strong executive communication. Travel is minor, and the position is hybrid from New Bremen, OH.

Qualifications

Bachelor’s degree in IT/ MIS/ CIS/ CS/ Cybersecurity or related field with 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%).

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

Operational dashboards

Stakeholder management

Education

Bachelor’s degree in IT / MIS / CIS / CS / Cybersecurity or related field

12+ years experience with HS diploma or GED

Tools

ITSM platforms (ServiceNow / Cherwell)

ITIL framework

Job description

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.

Location: New Bremen, OH, US, 45869

Company Description

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