Senior Incident Manager: Lead Incident Response & Delivery

Insight Global; Long Beach (CA); On-site; USD 80,000 - 100,000; Full time

Job summary

Insight Global is seeking an Incident Manager to lead escalations, incidents, and service delivery across enterprise IT operations. You will coordinate resources, manage high-impact issues, and ensure SLAs are met while delivering excellent client experiences.

The ideal candidate has strong incident management skills, prior leadership of technical teams, and the ability to influence outcomes through cross-functional collaboration in a fast-paced MSP environment.

Qualifications

• 5+ years of IT support, operations, or managed services experience.
• 2+ years leading technical teams or incident response.
• Strong incident management and service delivery knowledge.
• Excellent communication and stakeholder management.

Responsibilities

• Own coordination of complex technical escalations and incidents.
• Accountable for escalated issues and ensuring resources are engaged.
• Lead incident response with cross-functional teams and communicate with stakeholders.
• Drive root cause analysis and post-incident reviews.
• Provide technical guidance to teams handling customer issues.
• Review escalation trends to improve service delivery and reduce incidents.

Skills

IT support

Escalation leadership

Incident management

Cross-functional leadership

Multi-Platform knowledge

Customer service

Stakeholder management

Analytical skills

Prioritization

Technical influence

Tools

Ticketing systems

Monitoring platforms

Remote management tools

Job description

Insight Global is seeking an Incident Manager to lead escalations, incidents, and service delivery across enterprise IT operations. You will coordinate resources, manage high-impact issues, and ensure SLAs are met while delivering excellent client experiences.

The ideal candidate has strong incident management skills, prior leadership of technical teams, and the ability to influence outcomes through cross-functional collaboration in a fast-paced MSP environment.