Major Incident Manager

Insight Global; Chandler (AZ); On-site; USD 90,000 - 140,000; Full time

Job summary

Insight Global in Chandler, AZ seeks a Major Incident Manager to lead real-time incident response for high-impact technology disruptions. You will coordinate cross-functional teams, manage executive communications, and drive incident lifecycle improvements on an onsite basis.

The role requires 3-5+ years in incident management, ITIL/ITSM familiarity, and strong stakeholder engagement to protect business operations.

Qualifications

• 3-5+ years of incident management experience.
• Experience managing major/high severity incidents in enterprise environments.
• Proficiency with incident tracking and collaboration tools (ServiceNow, JIRA, MS Teams).
• Exposure to enterprise monitoring platforms and analytics tools.
• Understanding of ITIL/ITSM processes.
• Basic understanding of infrastructure, applications, networks, and production support environments.
• Strong communication and stakeholder management skills.
• Ability to lead cross-functional teams in a matrixed environment.
• Passion for operational excellence and continuous improvement.

Responsibilities

• Lead real-time incident response efforts for high-impact technology disruptions
• Facilitate cross-functional bridge calls and coordinate resolution teams
• Create and send stakeholder communications related to technology incidents
• Assess incident severity, business impact, and root cause using monitoring tools and system logs.
• Provide timely, accurate updates to stakeholders and executive leadership
• Document incident timelines, actions taken, and resolution outcomes
• Ensure compliance with incident management policies and governance standards
• Collaborate with application owners, infrastructure teams, and support functions to restore services
• Drive post-incident reviews and contribute to continuous improvement initiatives
• Maintain readiness for 24/7 support and escalation protocols

Skills

Incident management

High severity incidents

Stakeholder communication

Cross-functional leadership

ITIL/ITSM knowledge

Tools

ServiceNow

JIRA

Microsoft Teams

Monitoring tools

Job description

Seeking a Major Incident Manager to join our client’s technology operations team in Chandler, AZ. This role is responsible for leading the response to high-priority technology incidents that impact business operations, ensuring issues are resolved quickly while providing clear communication to stakeholders and executive leadership.

This is a highly visible position where you'll act as the central coordinator during major outages, bringing together infrastructure, application, and support teams to drive resolution efforts. You'll facilitate incident bridge calls, manage escalations, assess business impact, track progress, and provide executive-level status updates throughout the incident lifecycle.

Qualifications:

• 3-5+ years of Incident Management experience.
• Experience managing Major/High Severity Incidents in an enterprise environment.
• Proficiency with incident tracking and collaboration tools (e.g., ServiceNow, JIRA, Microsoft Teams)
• Exposure to enterprise monitoring platforms and analytics tools
• Understanding of ITIL / IT Service Management (ITSM) processes.
• Basic understanding of infrastructure, applications, networks, and production support environments.
• Strong communication and stakeholder management skills.
• Ability to lead cross-functional teams in a matrixed environment
• Passion for operational excellence and continuous improvement

Key Responsibilities:

• Lead real-time incident response efforts for high-impact technology disruptions
• Facilitate cross-functional bridge calls and coordinate resolution teams
• Create and send stakeholder communications related to technology incidents
• Assess incident severity, business impact, and root cause using monitoring tools and system logs.
• Provide timely, accurate updates to stakeholders and executive leadership
• Document incident timelines, actions taken, and resolution outcomes
• Ensure compliance with incident management policies and governance standards
• Collaborate with application owners, infrastructure teams, and support functions to restore services
• Drive post-incident reviews and contribute to continuous improvement initiatives
• Maintain readiness for 24/7 support and escalation protocols

Additional Info:

• Schedule will fluctuate either Sun-Wed or Thurs-Sun (4 x 10's)
• Starting fully onsite in Chandler, AZ
• Potential future hybrid flexibility

Exact compensation varies based on years of experience and skill level.