Remote Incident Manager

Location US-PA-Coraopolis
Information Technology
Full Time


Position Summary

The Incident Manager is ultimately responsible for the quality and integrity of the Incident and Problem Management Processes, and the day–to-day operational management of the processes.   


Essential Duties and Responsibilities

  • Serve as process owner for Incident and Problem Management procedures
  • Ensure that escalation procedures have been established for all incident types
  • Ensure that all Major Incidents are managed to closure.  This may include:
    • Opening of IT Bridge to facilitate trouble shooting
    • Facilitation of Major Incident call if applicable
    • Engage IT and Business contacts as needed
        • Provide timely and clear Business Updates and Communications during an event
        • Manage incident to closure
        • Ensure post mortem with defined action items is created for all Major Incidents to avoid recurrence.
        • Manage action items to resolution/closure
      • Ensure that all Major Incidents have post mortem conducted
      • Participates in Change Management process and CAB to ensure proper communications and coordination
      • Identify recurring Problems in the environment through analysis and work with IT teams for prioritization and resolution.
      • Ensures that all ticket mandatory fields have been completed accurately by Operations Teams
        • Support all communications surrounding Incident and Problem Management procedures
        • Provide input, document requirements, and support the design and delivery of Training required for procedure participants
        • Assist IT Teams with new process instruction and implementation
        • Identify opportunities to continuously improve the Incident and Problem Management processes
        • Identify and generate key volume and performance reporting metrics related to Incidents and stability for SR Management and Business consumption



  • 5-7+ plus years of IT experience
  • Solid understanding of ITIL standards and practices with detailed knowledge of incident and major incident management processes
  • Familiarity with technology environments and inter-dependencies between technology platforms in an organization
  • Should possess strong trouble shooting skills and experience managing complex incidents
  • Exceptional communication skills, both written and verbal
  • Excellent active listening skills
  • Ability to clearly articulate messages to a variety of audiences
  • Must be a team player and able to work collaboratively with and through others with all levels of the organization
  • Ability to organize and analyze data is important
  • Strong sense of urgency
  • Experience working with Enterprise Incident Management Tool a plus
  • Ability to establish and maintain strong relationships
  • Ability to influence others and move toward a common vision or goal
  • Flexible and adaptable; able to work in ambiguous situations
  • Problem solving and root cause identification skills
  • Able to work effectively at all levels in an organization
  • Acute business acumen and understanding of organizational issues and challenges
  • ITIL Incident Management certification or designation desired


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