Remote IT Incident & Escalation Lead — Night Shift

Alliance of Professionals & Consultants, Inc.; Louisville (KY); On-site; USD 55,000 - 96,000; Part time

Job summary

Alliance of Professionals & Consultants, Inc. seeks an IT Incident and Escalation Manager for a 3-month contract with remote, part-time night hours (24 hrs/week, Sat/Sun 12am-12noon).

The MOD leads critical incident response, coordinating with Incident Owner and teams to restore services quickly and minimize business impact. The role requires strong crisis management, ITIL knowledge, ServiceNow expertise, and proven leadership in high-pressure environments.

Qualifications

• 3-5+ years of customer service experience.
• Knowledge of IT operations, IT systems, policies, and procedures including ITIL framework.
• Excellent working knowledge of an ITSM platform - ServiceNow is preferred.
• Strong understanding of event management and escalation procedures.
• Excellent problem-solving and decision-making skills, with the ability to think strategically and tactically in high-pressure situations.

Responsibilities

• Manage technology incidents, including identification, assessment, prioritization, escalation, communication, and resolution.
• Work with team members to facilitate the solution of complex problems with information technology software and hardware.
• Handling the incident communications for all high priority incidents.
• Utilizing escalation tools to facilitate client communications of these incidents.
• Verification of Major Incident notification messages to ensure completeness & correctness of the information being sent to the customer.
• Maintaining incident logs and processing incident reports for review with upper management
• Developing/maintaining technical and process documents for the Incident Management Team.
• Update the incident reporting system (ServiceNow) with resolution information.
• Execution of the enterprise Incident Management process, including management of incident queues, escalation as required to ensure that incidents are being resolved timely.
• Responsible for the facilitation and response of all major incidents impacting mission critical business applications and Infrastructure services on a rotational 24/7/365 basis.
• Conduct continuous process improvement for the Incident Management Life Cycle and Incident postmortem process.
• Ability to handle and perform in stressful situations.
• Collaboration with service desk agents who work closely with the incident management staff.
• Establish relationships within the organization being able to fully support any critical incident as required during high-profile events within the organization.

Skills

ITIL framework

Incident management

Communication skills

Leadership

Team collaboration

MS Office

Education

Bachelor's degree in CS/Engineering/related

Tools

ServiceNow

Job description

Alliance of Professionals & Consultants, Inc. seeks an IT Incident and Escalation Manager for a 3-month contract with remote, part-time night hours (24 hrs/week, Sat/Sun 12am-12noon).

The MOD leads critical incident response, coordinating with Incident Owner and teams to restore services quickly and minimize business impact. The role requires strong crisis management, ITIL knowledge, ServiceNow expertise, and proven leadership in high-pressure environments.