| Location | Birmingham, AL |
Company Description:
GlobalXperts is an IT solutions provider whose business focus is managed services support and professional services for advanced solutions. Our technical team has a deep understanding of network enterprises and cloud technologies that incorporate Collaboration, Data Center, Borderless networking, Security solutions and products from leading equipment manufacturers. For more information about GlobalXperts, visit our website at www.globalxperts.net or follow us on LinkedIn.
Job Summary:
We are looking for an experienced Incident Manager - IT Infrastructure to manage and coordinate major incidents, minimize service disruptions, and ensure timely restoration of IT services. The ideal candidate will have strong experience in IT Service Management (ITSM), major incident management, stakeholder communication, and coordination across infrastructure support teams in a 24×7 IT operations environment.
Key Responsibilities:
Own and manage the end-to-end incident management lifecycle, including identification, logging, prioritization, escalation, resolution, and closure.
Lead the response to major incidents impacting IT infrastructure services, ensuring timely service restoration and minimal business disruption.
Coordinate with L1, L2, and L3 support teams across network, server, storage, cloud, database, security, and end-user computing domains.
Conduct major incident bridges and facilitate effective collaboration among technical teams, service owners, vendors, and business stakeholders.
Ensure adherence to defined SLAs, OLAs, escalation matrices, and incident response timelines.
Provide timely incident updates, situation reports, and executive-level communications during critical incidents.
Drive root cause analysis (RCA) and post-incident reviews for major and recurring incidents.
Track corrective and preventive actions to reduce recurring incidents and improve service reliability.
Work closely with Problem Management, Change Management, Service Desk, and Infrastructure Operations teams to prevent repeat incidents.
Monitor incident trends, identify recurring issues, and recommend process improvements.
Maintain accurate incident records, timelines, impact assessments, resolution details, and post-incident documentation in the ITSM tool.
Prepare and present incident management dashboards and reports covering SLA compliance, MTTR, incident volumes, and major incident trends.
Support ITIL process governance, service improvement initiatives, and audit requirements.
Participate in on-call support and rotational shifts, including weekends or holidays, as required by business needs.
Required Skills and Qualifications:
5-6 years of experience in IT Infrastructure Operations, IT Service Management, or Incident Management, with substantial experience managing major incidents.
Strong hands-on experience in Major Incident Management and end-to-end incident coordination in an enterprise IT environment.
Good understanding of IT infrastructure domains, including networking, servers, storage, cloud platforms, databases, cybersecurity, and end-user computing.
Strong knowledge of ITIL processes, particularly Incident Management, Problem Management, and Change Management.
Experience working with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar platforms.
Proven ability to lead incident bridges, coordinate multiple technical teams, and manage escalations under pressure.
Strong stakeholder management, communication, documentation, and reporting skills.
Ability to assess business impact, prioritize incidents, and drive timely service restoration.
Experience preparing RCA reports, conducting post-incident reviews, and tracking corrective actions.
Strong analytical, troubleshooting coordination, and decision-making skills.
Preferred Qualifications:
ITIL Foundation certification (ITIL 4 preferred).
Experience in a managed services, enterprise IT operations, or IT service delivery environment.
Exposure to SLA governance, service improvement, operational risk management, and vendor management.
Experience managing P1/P2 incidents and supporting critical business services in a 24×7 environment.
Key Performance Indicators (KPIs):
Major incident response and service restoration time.
SLA compliance and Mean Time to Restore (MTTR).
Quality and timeliness of incident communications.
Timely completion of RCA reports and corrective/preventive actions.
Reduction in recurring incidents and repeat service disruptions.
Compliance with incident management processes and documentation standards.
Ideal Candidate Profile:
The ideal candidate will be a proactive and customer-focused professional who can take ownership of critical incidents, lead cross-functional technical teams, communicate effectively with senior stakeholders, and drive service restoration while maintaining strong ITSM process discipline.