Technology Incident Manager

Horizontal Talent; Brooklyn (OH); On-site; USD 69,000 - 77,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Retirement plan

Job summary

Horizontal Talent seeks an experienced Incident Manager to restore critical services, coordinate cross-functional response efforts, and keep stakeholders informed during high-impact events. You will guide recovery across technical teams, drive resolution, and continuously improve incident management processes.

Ideal candidates bring 3+ years of leadership in incidents, deep knowledge of distributed systems, networks, and mainframe platforms, and strong communication skills for both technical and

Qualifications

• 3+ years of experience leading technical projects, incidents, or cross-functional initiatives.
• Experience handling high-impact incidents across multiple business areas or technology teams.
• Working knowledge of distributed systems, networks, application environments, and mainframe platforms.
• Familiarity with ITIL-based incident management practices and service restoration workflows.
• Bachelor’s degree in a related field or equivalent work experience.

Responsibilities

• Monitor, assess, and drive resolution of critical technology incidents and outages affecting enterprise operations.
• Proactively investigate potential incidents and engage the right technical support partners as issues emerge.
• Lead incident response activities, including triage calls, bridge coordination, and vendor collaboration.
• Communicate clearly with business stakeholders, technical teams, and leadership throughout the incident lifecycle.
• Escalate urgent issues and provide timely progress updates during troubleshooting and remediation.
• Document incident timelines, restoration actions, and follow-up items for post-incident reviews.
• Partner with teams across monitoring, detection, problem management, and communications to strengthen recovery readiness.
• Support production readiness efforts for critical initiatives and improve incident management processes.
• Participate in rotating on-call support and off-hours coverage, including overnight and weekend needs.

Skills

Incident management

Cross-functional leadership

ITIL

Communication

Technical troubleshooting

Documentation

Education

Bachelor's degree in a related business or science field

Job description

Join a dynamic incident management team where you’ll help restore critical technology services, coordinate cross-functional response efforts, and keep stakeholders informed during high-impact events. This role is ideal for someone who thrives in fast-paced environments, enjoys solving complex problems, and is confident guiding recovery efforts across technical teams.

Responsibilities

• Monitor, assess, and help drive resolution of critical technology incidents and outages affecting enterprise operations
• Proactively investigate potential incidents and engage the right technical support partners as issues emerge
• Lead incident response activities, including triage calls, bridge coordination, and vendor collaboration
• Communicate clearly and consistently with business stakeholders, technical teams, and leadership throughout the incident lifecycle
• Escalate urgent issues appropriately and provide timely progress updates during troubleshooting and remediation
• Document incident timelines, restoration actions, and follow-up items to support post-incident reviews and process improvement
• Partner with teams across monitoring, detection, problem management, and communications to strengthen recovery readiness
• Support production readiness efforts for critical initiatives and help improve incident management processes and metrics
• Participate in rotating on-call support and off-hours coverage, including overnight and weekend needs

Skills

• 3+ years of experience leading technical projects, incidents, or cross-functional initiatives
• Background supporting highly impactful incidents across multiple business areas or technology teams
• Working knowledge of distributed systems, networks, application environments, and mainframe platforms
• Familiarity with ITIL-based incident management practices and service restoration workflows
• Strong decision-making skills and the confidence to guide response efforts in time-sensitive situations
• Excellent communication skills for both technical and non-technical audiences
• Ability to stay organized, composed, and effective under pressure
• Detail-oriented documentation and follow-through skills
• Bachelor’s degree in a related business or science field, or equivalent work experience

Preferred Skills

• ITIL or incident management certification
• Project management certification such as PMP, or a related technical certification
• Experience facilitating high-stakes incident calls and driving cross-functional resolution
• Exposure to production readiness reviews and recovery documentation maintenance
• Experience identifying process gaps and contributing to continuous improvement initiatives
• Ability to adapt quickly in a shifting environment while maintaining professionalism and collaboration

Horizontal is committed to fostering an inclusive, respectful, and equitable workplace where diverse perspectives are valued and all candidates are supported throughout the hiring process. We encourage applicants from all backgrounds to apply and bring their unique experiences to the team.

We offer competitive compensation and benefits including medical, dental, vision, and retirement.

The pay range for this role is $50 - $56 per hour based on qualifications and experience.