Technology Incident Manager

Burtch Works; Brooklyn (OH); Hybrid; USD 64,000 - 91,000; Full time

Benefits offered by this job

Contract length: 08/24/2026–08/13/2027

On-call rotation

Job summary

Burtch Works is seeking a Technology Incident Manager to lead the timely restoration of critical services during technology disruptions. This onsite/offsite role requires coordinating cross-functional teams, guiding investigations, and ensuring effective communication across stakeholders.

The position includes 24/7 support, on-call rotations, potential overnight hours, and weekend rotations. Remote candidates will be considered, with interview onsite preferred, and it supports a strong focus on

Qualifications

• Bachelor's degree or equivalent in IT, CS, Business, or related field.
• 3+ years of experience leading technical projects, incident response efforts, or cross-functional technology initiatives.
• IT governance, security operations, and disaster recovery awareness is preferred.

Responsibilities

• Lead identification, assessment, and resolution of critical technology incidents affecting enterprise operations.
• Facilitate and manage incident response calls with diverse technical and business stakeholders.
• Assess scope and impact of incidents and determine appropriate support teams and escalation paths.
• Guide troubleshooting across distributed systems, networks, applications, and mainframes.
• Collaborate with vendors and internal teams to drive resolution and timely communication.
• Escalate critical issues to senior leadership and provide progress updates.
• Coordinate with communications for timely incident notifications.
• Conduct post-incident reviews to identify root causes and improvements.
• Maintain and review critical recovery documentation for accuracy and usability.
• Support continuous improvement of detection, response, and recovery processes.
• Participate in production readiness reviews to align with incident management protocols.

Skills

Incident management

Crisis leadership

Communication

Risk assessment

ITIL Foundation

Education

Bachelor's degree or equivalent in IT/CS/Business

Job description

Job Title: Technology Incident Manager

• Pay Rate: $56.00/hour W-2
• Job Start Date: 08/24/2026
• Job End Date: 08/13/2027

Location: Brooklyn, OH (Onsite preferred in Cleveland, OH, Albany, NY, or Buffalo, NY; remote candidates considered)

Job Details

• Pay Rate: $56.00/hour W-2
• Job Start Date: 08/24/2026
• Job End Date: 08/13/2027

About The Company

Our client is a large, well-established financial services organization committed to delivering reliable, secure technology services to its customers and business partners. The organization values operational excellence, strong ethics, and a collaborative culture that supports continuous improvement across its technology teams.

Job Summary

We are looking for a Technology Incident Manager to join the Technology organization. The manager would prefer this position to be onsite in Cleveland, OH, Albany, NY, or Buffalo, NY; remote candidates will be considered, though anyone selected for an interview must be willing to interview onsite. This role will require 24/7 support and on-call responsibilities, and may include overnight work hours and participation in a weekend on-call rotation.

The Incident Manager is responsible for leading the timely restoration of critical business services impacted by technology disruptions. This role manages cross-functional investigative teams and facilitates resolution of enterprise-level incidents through strong leadership, technical insight, and effective communication. The Incident Manager ensures that all incident response activities are executed efficiently, with a focus on minimizing business impact and improving system stability.

Key Responsibilities

• Lead the identification, assessment, and resolution of critical technology incidents affecting enterprise operations.
• Facilitate and manage virtual incident response calls with diverse technical and business stakeholders.
• Quickly assess the scope and impact of incidents and determine the appropriate support teams and escalation paths.
• Guide troubleshooting efforts across multiple technology domains, including distributed systems, networks, applications, and mainframes.
• Collaborate with vendors and internal teams to drive resolution and ensure accurate, timely communication.
• Escalate critical issues to senior leadership and provide consistent progress updates.
• Partner with the communications team to ensure incident notifications are timely and accurate.
• Conduct post-incident reviews to identify root causes, process improvements, and documentation updates.
• Maintain and review critical application recovery documentation for accuracy and usability.
• Support continuous improvement initiatives to enhance incident detection, response, and recovery processes.
• Participate in production readiness reviews for critical projects to ensure alignment with incident management protocols.
• Adhere to ITIL (Information Technology Infrastructure Library)-based processes and contribute to the development of incident management metrics and reporting.
• Must be able to work overnight shifts and participate in a weekend on-call rotation.
• Perform other duties as assigned; duties, responsibilities, and/or activities may change, or new ones may be assigned at any time with or without notice.
• Comply with all company policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of the company's clients and the organization.

Requirements

• Education: Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field or equivalent experience (preferred)
• Experience: 3+ years of experience leading technical projects, incident response efforts, or cross-functional technology initiatives (required); familiarity with enterprise IT infrastructure and application ecosystems (required)
• Skills: Incident management and coordination; structured incident detection, response, and recovery processes; crisis leadership and decision-making under pressure; root cause analysis; risk management; clear communication with technical and non-technical audiences; conflict resolution; escalation management; business continuity and disaster recovery; cybersecurity incident management; IT governance and standards; sound judgment and analytical problem-solving; client-focused prioritization; and accurate incident documentation
• Certifications: ITIL Foundation certification (preferred); incident management, project management (e.g., PMP), or related technical discipline certifications (preferred)
• Other: Must be able to work overnight shifts and participate in a weekend on-call rotation; occasional travel including overnight stay; general office physical demands including prolonged sitting, frequent PC/laptop use, and occasional lifting/pushing/pulling of bags up to 10 lbs

Preferred Qualifications

Experience in a high-pressure, 24/7 IT operations or incident management environment is preferred, along with an ITIL Foundation certification and/or incident management, project management (e.g., PMP), or related technical discipline certifications.

Benefits

• Pay Rate: $56.00/hour
• Contract Duration: 08/24/2026 - 08/13/2027

Additional benefits information will be provided during the interview process.