IT Incident Manager
Location: Louisville, KY
Job Type: Contract
Company: IDR
Category: Management
Job Description Apply Now
The role of an IT Incident Manager is pivotal for organizations that rely on uninterrupted information technology services. As an IT Incident Manager, you will be responsible for overseeing and coordinating the response to critical technology incidents, ensuring swift and effective resolution in alignment with ITIL best practices. This challenging and rewarding position is ideal for individuals who excel at problem-solving, thrive in dynamic environments, and possess a strong understanding of IT operations and service management platforms such as ServiceNow.
In this full-time opportunity, the IT Incident Manager will play a crucial role in managing and escalating technology incidents, facilitating communication across technical and business teams, and maintaining high standards of incident documentation and process improvement. Your expertise will help minimize downtime, improve service reliability, and enhance the overall user experience within the organization.
Working in this capacity, you will be part of a committed team that values precise communication, rapid response, and continuous improvement. Your ability to assess incidents, prioritize actions, and coordinate with both technical and non-technical stakeholders will directly impact the organization's operational success. The IT Incident Manager role offers the opportunity to be at the forefront of incident response, shaping how technology disruptions are managed and resolved.
Join an organization that is recognized for its industry leadership and commitment to employee growth and success. As an IT Incident Manager, you will benefit from a competitive compensation package, comprehensive benefits, and access to career development resources, all while contributing to a dynamic and collaborative team environment.
IT Incident Manager - Summary- Coordinate the end-to-end lifecycle of IT incidents, from identification and classification to resolution and post-incident review.
- Serve as the escalation point for complex incidents requiring urgent attention and cross-functional collaboration.
- Utilize ITIL frameworks and ITSM platforms, such as ServiceNow, to manage incident workflows and maintain accurate incident records.
- Communicate effectively with stakeholders, ensuring timely updates and clear documentation throughout the incident process.
- Contribute to the ongoing improvement of incident management processes and technical documentation.
- Identify, assess, and prioritize technology incidents, initiating escalation procedures when necessary to ensure rapid resolution.
- Collaborate with IT teams to analyze complex software and hardware problems, facilitating effective problem-solving and solution implementation.
- Manage incident communications, providing stakeholders with accurate status updates and ensuring all notifications are delivered promptly.
- Maintain comprehensive incident logs and prepare detailed incident reports for management review and continuous improvement initiatives.
- Develop, update, and maintain process documentation and technical guides for the Incident Management Team to promote knowledge sharing and standardization.
- Participate in post-incident reviews and root cause analyses to identify opportunities to enhance incident response procedures and prevent recurrence.
- Competitive compensation package designed to attract top IT talent.
- Comprehensive benefits including medical, dental, vision, and life insurance.
- Access to employee stock ownership programs and performance incentives.
- Opportunities for professional development and career advancement within an industry-leading organization.
- Supportive work environment with resources dedicated to employee engagement and success.
- 3 to 5 years of experience in a customer service or IT support environment, with a focus on incident management or escalation processes.
- Solid knowledge of IT operations, systems, policies, and procedures, including hands-on experience with ITIL methodologies.
- Proficiency in using IT Service Management (ITSM) platforms; experience with ServiceNow is highly preferred.
- Demonstrated ability to manage event and escalation workflows efficiently in high-pressure situations.
- Excellent analytical, problem-solving, and decision-making skills, with a proven track record of developing practical solutions to technology challenges.
- Exceptional written and verbal communication skills, enabling effective collaboration across technical and business teams.
- Detail-oriented and organized, with a proactive approach to incident detection and resolution.
- Strategic thinker who can balance immediate problem-solving with long-term process improvement.
- Experienced in leveraging ITSM tools, particularly ServiceNow, to streamline incident management activities.
- Adept at communicating complex technical issues in a clear, concise manner to a diverse audience.
- Thrives in dynamic, high-pressure environments and is committed to continuous learning and professional growth.
- This IT Incident Manager position offers the chance to work with a respected employer that values innovation, operational excellence, and employee success.
- Benefit from a supportive team structure and leadership committed to providing resources for your ongoing development.
- Enjoy the advantages of working in a vibrant metropolitan area known for its professional opportunities and quality of life.
- Apply now to take the next step in your IT career—click the application button to join a team dedicated to making a difference in technology operations.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.