Lead IT Incident Manager | Hybrid/Remote Role

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

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.