Technology Incident Manager # 26-22732

Us Tech Solutions; Brooklyn (OH); On-site; USD 69,000 - 83,000; Full time

Job summary

US Tech Solutions is seeking an IT Incident Manager for an 11-month contract to lead cross-functional investigation teams, drive incident resolution, and coordinate with technical support partners. This role requires proactive recovery efforts and clear communication with stakeholders.

The ideal candidate has 3+ years leading technical incidents, experience across systems, networks, and mainframes, and ITIL-based practices.

Qualifications

• 3+ years of experience leading technical projects, incidents, or cross-functional initiatives.
• Experience managing highly impactful incidents across multiple departments or lines of business.
• Familiarity with ITIL processes and incident management principles.

Responsibilities

• Identify and assess critical incidents and outages impacting operations.
• Proactively investigate potential technology incidents when detected.
• Lead incident recovery efforts, coordinating cross-functional teams and vendors.
• Facilitate technical crisis calls and ensure resources are engaged.
• Provide timely communications to stakeholders and leadership.
• Escalate issues and manage progress updates during remediation.
• Lead post-mortems and document restoration activities.

Skills

Incident management

Cross-functional leadership

Troubleshooting

Crisis communications

Education

Bachelor’s degree

Tools

ITIL

Job description

$50-$60 per hour

Brooklyn, OH

Contract

Duration: 11 months contract (with possible extension)

The IT Incident Manager leads cross-functional investigative teams to resolve technology events impacting company’s enterprise systems. This individual contributor role is responsible for monitoring and driving incident resolution efforts, proactively engaging technical support partners upon detection of incidents, facilitating communication among technical and business stakeholders, and ensuring timely and effective recovery. The Incident Manager must quickly assess complex technical environments and actively guide troubleshooting efforts.

Essential Functions

• Identify and assess critical incidents and outages impacting company’s operations.
• Proactively and directly investigate potential technology incidents when detected or observed.
• Lead incident recovery efforts, coordinating cross-functional teams and vendors.
• Engage in independent decision-making and be confident in making judgment calls when necessary.
• Facilitate technical crisis calls and ensure appropriate resources are engaged.
• Mediate high-stakes and time-sensitive triage bridges and chats to effectively and respectfully drive resolution.
• Provide accurate and timely communications to stakeholders and executive leadership.
• Escalate critical issues and manage progress updates throughout troubleshooting and remediation.
• Lead post-mortem sessions and document incident restoration activities and timelines.
• Identify action items and follow-up activities needed following incident resolution and share with problem management.
• Ensure recovery documentation is accurate and tested for feasibility.
• Drive continuous improvement initiatives to enhance system stability and client experience.
• Identify gaps in recovery processes and collaborate with monitoring and detection teams.
• Participate in incident management performance reviews and process evaluations.
• Ensure adherence to ITSM processes and define/manage critical success metrics.
• Support production readiness for critical projects, focusing on incident management.

Education

• Bachelor’s degree in a related business or science field, or equivalent work experience.

Work Experience

• 3+ years of experience leading technical projects, incidents, or cross-functional initiatives.
• Experience managing highly impactful incidents across multiple departments or lines of business.
• Experience with distributed systems, networks, application development, and mainframe environments.
• Familiarity with ITIL processes and incident management principles.

Certifications & Licenses

• Certifications in ITIL, incident management, or related disciplines. (Preferred)

Note:

• The manager would prefer this position to be onsite in Cleveland, OH, Albany, NY or Buffalo, NY. Remote would be considered, however if selected for an interview they must be willing to interview onsite.
• This role will require 24/7 support and on call responsibilities. This position includes on-call and off-hours support on a rotating basis, with astandard shift ranging between 11:00 AM–9:00 PM EST.

About US Tech Solutions:

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com .

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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