Create executive-level presentations using PowerPoint to communicate: Incident trends, Problem areas, Performance insights. Our Client, an IT Services and Consultant company, is looking for a Senior IT Incident Manager (ServiceNow & ITSM) for their Atlanta, GA/ Hybrid location.
Numbers & Facts
Location
Atlanta, GA
Description
Our Client, an IT Services and Consultant company, is looking for a Senior IT Incident Manager (ServiceNow & ITSM) for their Atlanta, GA/ Hybrid location.
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, 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
Requirements:
8+ years of experience in Incident Management / ITSM.
Experience in handling Major Incidents in enterprise environments.
Technical skills
8 Years of experience in Incident Management or ITSM Roles.