Urgent Client Requirement: Incident & Request Manager 19997-1

Jobs via Dice; Atlanta (GA); On-site; USD 100,000 - 130,000; Full time

Job summary

A leading technology firm is looking for an experienced Incident & Request Manager in Atlanta, GA. You will oversee incident management for non-production environments, ensuring swift resolution and efficient service requests. The ideal candidate has 8-10 years of experience in incident management and a deep understanding of ITIL processes. This is an onsite role with opportunities to lead and mentor a team of incident analysts.

Qualifications

• 8-10 years of experience in Incident Management, Service Operations, or SRE leadership.
• Experience managing Incident Analysts and SRE teams.
• Strong knowledge of AWS, Kubernetes, CI/CD pipelines, and observability tools.
• Deep understanding of ITIL Incident, Problem, and Request Management processes.
• Excellent crisis management, communication, and stakeholder engagement skills.

Responsibilities

• Lead the incident response and request management function for non-production environments.
• Ensure incidents are resolved quickly and requests are fulfilled efficiently.
• Manage and mentor Incident Analysts and SREs.
• Own the incident lifecycle: detection, triage, response, resolution, and closure.
• Track and improve incident SLAs.

Skills

Incident Management

Service Operations

SRE leadership

AWS

Kubernetes

CI/CD pipelines

Observability tools

Tools

Splunk

Prometheus

Grafana

Job description

Overview

Urgent Client Requirement: Incident & Request Manager 19997-1. Location: Atlanta, GA or Bellevue, WA (Onsite). Duration: 6-12 Months+.

Join to apply for the Urgent Client Requirement: Incident & Request Manager 19997-1 role at Jobs via Dice. Dice is the leading career destination for tech experts at every stage of their careers. Our client, Cardinal Integrated Technologies Inc, is seeking the following. Apply via Dice today!

Job Title

Incident & Request Manager 19997-1

Must Have Skills

• 8-10 years of experience in Incident Management, Service Operations, or SRE leadership
• Experience managing Incident Analysts and SRE teams
• Strong knowledge of AWS, Kubernetes, CI/CD pipelines, and observability tools (Splunk, Prometheus, Grafana)
• Deep understanding of ITIL Incident, Problem, and Request Management processes

Role Overview

The Incident & Request Manager leads the incident response and request management function for all non-production environments (Dev, QA, UAT, Performance). Acting as the escalation point for project/product delivery teams, this role ensures incidents are resolved quickly, requests are fulfilled efficiently, and learnings are embedded into continuous improvement. The Incident Manager directly manages a team of Incident Analysts and SREs, partners with DevOps teams to automate detection and response, and works closely with Environment and Change Managers to reduce recurrence of issues.

Key Responsibilities

• Incident Management
• Own the incident lifecycle: detection, triage, response, resolution, and closure
• Act as the primary escalation point for project/product delivery teams during NPE incidents
• Lead war rooms for critical incidents, coordinating with technical and delivery stakeholders
• Ensure timely escalation to Environment, Change, DevOps, Infra, and Security teams when required
• Track and improve incident SLAs (MTTR, MTTD, availability SLOs)

• Request Management
• Own request fulfilment for project/product delivery teams (e.g., access, entitlements, environment service requests)
• Standardize and automate common request types in collaboration with Intake and DevOps teams
• Ensure requests are logged, prioritized, and fulfilled within SLA
• Provide transparency to stakeholders on request status

• Team Leadership
• Manage and mentor Incident Analysts and SREs
• Ensure follow-the-sun coverage via offshore/onshore teams
• Build a culture of blameless incident management, automation-first practices, and continuous learning

• Governance & RCA
• Ensure all incidents have documented Root Cause Analysis (RCA)
• Track corrective and preventive actions, and feed them into Change and Environment management processes
• Provide trend reporting and insights to leadership

• SRE & DevOps Alignment
• Work with SREs and DevOps teams to automate incident detection, rollback, and recovery
• Integrate observability tools (Splunk, Prometheus, Grafana) into proactive monitoring

• Stakeholder Communication
• Provide timely updates during incidents and delays in request fulfilment
• Publish regular reports on incident trends, RCA outcomes, and SLA adherence
• Maintain trust with project/product delivery teams by ensuring transparent communication

Qualifications

• 8-10 years in Incident Management, Service Operations, or SRE leadership
• Experience managing Incident Analysts and SRE teams
• Strong knowledge of AWS, Kubernetes, CI/CD pipelines, and observability tools
• Deep understanding of ITIL Incident, Problem, and Request Management processes
• Excellent crisis management, communication, and stakeholder engagement skills

Note: this description preserves the original job information and context.