Major Incident Manager

Insight Global; Chandler (AZ); On-site; USD 110,000 - 170,000; Full time

Job summary

Insight Global seeks a Major Incident Manager in Chandler, AZ to lead real-time incident response for high-impact technology outages. You will coordinate cross-functional teams, manage escalations, and provide executive-level updates throughout the incident lifecycle.

As a central incident coordinator, you’ll drive post-incident reviews, ensure governance, and maintain 24/7 readiness for critical incidents, with potential future hybrid scheduling as operations demand.

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.

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

Major/High Severity Incidents

Collaboration Tools

ITIL/ITSM

Cross-functional Leadership

Stakeholder Management

Communication

Matrixed Environment

Tools

ServiceNow

JIRA

Microsoft Teams

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.