Major Incident Manager - 24/7 Tech Crisis Leader (Hybrid)

Insight Global; Fairfield (VA); Hybrid; USD 43,000 - 62,000; Full time

Job summary

Insight Global is seeking a Major Incident Manager to join one of our clients in Richmond, VA on a hybrid on-site schedule. The role leads real-time incident response for high-impact technology disruptions, coordinating cross-functional teams to restore services with minimal downtime and clear executive updates.

You will monitor critical systems, evaluate incident severity and business impact using logs and monitoring tools, and drive post-incident reviews.

Qualifications

• 3–5 years of incident management experience, preferably major incidents.
• Experience with ServiceNow as a ticketing system.
• Understanding of ITIL foundations.
• General experience with infrastructure and/or application support.

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
• Proven experience in enterprise-level incident management or technology operations
• Strong understanding of IT service management (ITSM) principles and practices
• Proficiency with incident tracking and collaboration tools (e.g., ServiceNow, JIRA, Microsoft Teams)
• Ability to interpret technical data and communicate clearly to non-technical audiences
• Excellent verbal and written communication skills, including executive-level reporting
• Strong organizational skills and ability to manage multiple priorities under pressure
• Proficient in Microsoft 365 Suite (Excel, Word, PowerPoint, Outlook)
• ITIL Foundation Certification or equivalent
• Experience in financial services or other regulated industries
• Exposure to enterprise monitoring platforms and analytics tools
• Ability to lead cross-functional teams in a matrixed environment
• Comfortable working across time zones and supporting global operations
• High emotional intelligence and situational awareness during crisis events
• Passion for operational excellence and continuous improvement

Skills

Incident management

Cross-functional coordination

Executive communication

Crisis management

Stakeholder management

Education

ITIL Foundations

Tools

ServiceNow

JIRA

Microsoft Teams

Job description

Insight Global is seeking a Major Incident Manager to join one of our clients in Richmond, VA on a hybrid on-site schedule. The role leads real-time incident response for high-impact technology disruptions, coordinating cross-functional teams to restore services with minimal downtime and clear executive updates.

You will monitor critical systems, evaluate incident severity and business impact using logs and monitoring tools, and drive post-incident reviews.