Major Incident Response Lead – 24/7 Ops

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

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.