US Time Zone Incident Management Lead (24/7)

Accrescent Group; Jacksonville (FL); On-site; USD 110,000 - 150,000; Full time

Job summary

Accrescent Group seeks an experienced Incident Management Lead to oversee and coordinate the resolution of major IT incidents during the US time zone. The Global Incident Management function ensures an immediate and effective response to incidents, restoring service quickly and maintaining follow-the-sun coverage.

You will lead a regional team, partner with Global teams, and drive continual service improvements while aligning with ITIL processes and governance frameworks.

Qualifications

• Advanced experience in managing a Major Incident team and in-depth knowledge of ITIL processes including Incident, Problem, Change and Knowledge Management.
• Excellent stakeholder engagement and experience leading cross-functional teams in critical function with senior leadership and technical teams.
• Ability to rapidly assess situations and coordinate incident resolution during high-impact events with calm, rational decision-making.
• Strong written and verbal communication skills at all levels and ability to translate complex tech issues for non-technical audiences.

Responsibilities

• Monitor and ensure effective management and regular, accurate senior communication of major incidents whilst ensuring incidents are managed in accordance with procedures and controls.
• Acting as the central point of senior escalation for the region.
• Manage, lead, and develop the regional team ensuring effective service delivery, managing performance and development objectives effectively.
• Collaborating with key senior stakeholders and Global teams to ensure adherence with Incident Management processes/controls and governance frameworks.
• Driving strategic change in addition to implementing service improvements and embedding a positive organizational culture for the regional team.
• Act as the senior escalation point for Major Incidents during the US time-zone.
• Team management – lead and develop a regional team comprising onsite and remote resources; Stakeholder collaboration – developing relationships.
• Strategic change – drive and act as ambassador of continual service improvement; coaching and mentoring team members.

Skills

Major Incident Mgmt

ITIL processes

Stakeholder engagement

Cross-functional leadership

Effective communication

Strategic thinking

Job description

Accrescent Group seeks an experienced Incident Management Lead to oversee and coordinate the resolution of major IT incidents during the US time zone. The Global Incident Management function ensures an immediate and effective response to incidents, restoring service quickly and maintaining follow-the-sun coverage.

You will lead a regional team, partner with Global teams, and drive continual service improvements while aligning with ITIL processes and governance frameworks.