Highlights
We are seeking an experienced Incident Manager with over 8+ years of ITSM experience, strong expertise in ServiceNow reporting and data analytics, and the ability to translate operational data into compelling business insights via presentations. " Create executive-level presentations using PowerPoint to communicate Incident trends, Problem areas, and Performance insights.
Numbers & Facts
| Location | Atlanta, GA |
| Industry | Computer/IT Services |
| Salary | $40–$45 Per Hour |
| Company Size | 500 to 999 employees |
| Website | https://www.apolisrises.com/ |
Description
- Job Title: Incident Manager
- Location: Onsite/Hybrid - Atlanta, GA
- Tax Term (W2, C2C): Not Specified
- Job Type (Permanent/Contract) : Contract
- Duration: Longterm
- Description:
- We are seeking an experienced Incident Manager with over 8+ years of ITSM experience, strong expertise in ServiceNow reporting and data analytics, and the ability to translate operational data into compelling business insights via presentations. The candidate should also have exposure to AI-driven capabilities.
Role and Responsibilities:
" Manage the end-to-end incident lifecycle ensuring minimal business impact.
" Lead Major Incident bridges, coordinate with stakeholders, and drive quick resolutions.
" Conduct post-incident reviews (MIRs) and ensure corrective/preventive actions.
" Ensure SLA adherence and proper escalation management.
" Develop and maintain ServiceNow dashboards, reports, and KPIs.
" Perform trend analysis on incident volumes, categories, and recurring issues.
" Analyze metrics such as: Incident count, MTTR (Mean Time to Resolve), SLA compliance, Backlog trends.
" Provide actionable insights to improve service performance.
" Create executive-level presentations using PowerPoint to communicate Incident trends, Problem areas, and Performance insights.
" Convert complex incident data into clear, impactful stories for leadership.
" Use data visualization techniques (charts, graphs, dashboards) to highlight insights.
" Present findings in Weekly/Monthly/Quarterly Service Reviews.
" Tailor messaging for both technical teams and business stakeholders.
" Support AI-driven incident categorization and resolution recommendations.
" Identify opportunities for automation and process optimization.
" Collaborate with teams to improve incident prediction and prevention.
" Identify root causes and recurring issues through data analysis.
" Work with Problem Management to reduce incident recurrence.
" Drive initiatives for process improvements and automation adoption.
Required Skills:
Top 3 Skills Required:
" Incident Management
" ServiceNow Reporting
" Office Suites (PowerPoint, Excel) / Data Visualization
Technical Skills:
" 8+ years of experience in Incident Management or ITSM roles.
" Strong understanding of Incident Lifecycle (Logging Categorization Prioritization Resolution Closure).
" Problem-solving under pressure.
" Documentation and Knowledge Management.
" Hands-on experience with ServiceNow.
" Experience creating reports (SLA Breaches, MTTR, Incident Trends).
" Strong reporting and data analysis skills.
" Data Visualization and PPT reporting expertise.
" Strong understanding of ITIL Framework and practices.
" Familiarity with Incident Management and Problem Management modules in ServiceNow.
" Exposure to AI/automation in IT operations.
" Experience identifying automation opportunities and collaborating with AI/ML teams.
" Ability to identify opportunities for AI implementation.
Qualifications:
" 12+ years of overall experience.
" 8+ years of experience in Incident Management / ITSM.
" Experience handling Major Incidents in enterprise environments.
" Strong decision-making under pressure.
" Excellent communication and stakeholder management skills.
" Ability to manage high-impact incidents calmly and effectively.
" ITIL Certification (v3/v4) preferred.
" Experience with Power BI/Tableau preferred.
" Exposure to cloud platforms (Azure/AWS) preferred.
Key Performance Indicators (KPIs):
" MTTR (Mean Time to Resolve)
" SLA Compliance
" Incident reduction trends
" Quality of reporting & presentation
" Effectiveness of insights delivered to leadership
" Adoption of AI and automation initiatives
Benefits
Paid Sick Days, Employee Referral Program, Employee Events, Retirement / Pension Plans
About Company
Since 1996, RJT has provided successful SAP, Oracle, and IT consulting solutions and staffing services to clients around the world. The new Apolis brings you the same personalized service fortified with a greater array of IT solutions, global expertise, and cost-management strategies.
We are a global IT consultancy that seamlessly integrates experts and leading-edge solutions into your organization so you can focus on what really matters.