IT Incident Manager

Crown Equipment Corporation; United States; Híbrido; USD 90.000 - 120.000; Jornada completa

Descripción de la vacante

Crown Equipment Corporation is seeking a seasoned Major Incident and Incident Management leader for a hybrid role in the United States. You will own the enterprise incident process, drive major incident response, and coordinate cross-functional resources to restore services quickly.

You will develop dashboards, reviews, and executive communications to minimize business impact. The role requires a IT/IS/CS degree (or 12+ years experience with a HS diploma) and strong ITIL background, with

Formación

• Bachelor’s degree in IT/IS/CS or related field with 5+ years of related experience.
• Non-degree considered if 12+ years of related experience with a high school diploma or GED.

Responsabilidades

• 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 Major Incident Playbooks, communication templates, and escalation matrices.
• Analyze incident trends and recurring issues to identify improvement opportunities.
• Facilitate Post Incident Reviews and ensure corrective actions are tracked to completion.
• Provide 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.

Conocimientos

Major Incident Management

Incident response leadership

Executive communication

Educación

Bachelor’s degree in IT/IS/CS or related field

Herramientas

ServiceNow

Cherwell

Descripción del empleo

Company 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.

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 including 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, and much more.

EOE Veterans/Disabilities