Highlights
This individual contributor role is responsible for monitoring and driving incident resolution efforts, proactively engaging technical support partners upon detection of incidents, facilitating communication among technical and business stakeholders, and ensuring timely and effective recovery. Responsibilities: The IT Incident Manager leads cross-functional investigative teams to resolve technology events impacting Client enterprise systems.
Numbers & Facts
| Location | Cleveland, OH |
| Industry | Management Consulting Services |
| Salary | $50–$56 Per Hour |
| Company Size | 2,000 to 2,499 employees |
| Year Founded | 2000 |
| Website | https://www.iconma.com/ |
Description
Our client, a Banking company, is looking for a Technology Incident Manager for their Cleveland, OH / Albany, NY / Buffalo, NY / Remote location.
Responsibilities:
Requirements:
Why Should You Apply?
Responsibilities:
- The IT Incident Manager leads cross-functional investigative teams to resolve technology events impacting Client enterprise systems.
- This individual contributor role is responsible for monitoring and driving incident resolution efforts, proactively engaging technical support partners upon detection of incidents, facilitating communication among technical and business stakeholders, and ensuring timely and effective recovery.
- The Incident Manager must quickly assess complex technical environments and actively guide troubleshooting efforts.
- Identify and assess critical incidents and outages impacting client operations.
- Proactively and directly investigate potential technology incidents when detected or observed.
- Lead incident recovery efforts, coordinating cross-functional teams and vendors.
- Engage in independent decision-making and be confident in making judgment calls when necessary.
- Facilitate technical crisis calls and ensure appropriate resources are engaged.
- Mediate high-stakes and time-sensitive triage bridges and chats to effectively and respectfully drive resolution.
- Provide accurate and timely communications to stakeholders and executive leadership.
- Escalate critical issues and manage progress updates throughout troubleshooting and remediation.
- Lead post-mortem sessions and document incident restoration activities and timelines.
- Identify action items and follow-up activities needed following incident resolution and share with problem management.
- Ensure recovery documentation is accurate and tested for feasibility.
- Drive continuous improvement initiatives to enhance system stability and client experience.
- Identify gaps in recovery processes and collaborate with monitoring and detection teams.
- Participate in incident management performance reviews and process evaluations.
- Ensure adherence to ITSM processes and define/manage critical success metrics.
- Support production readiness for critical projects, focusing on incident management.
Requirements:
- Bachelor’s degree in a related business or science field, or equivalent work experience.
- 3+ years of experience leading technical projects, incidents, or cross-functional initiatives.
- Experience managing highly impactful incidents across multiple departments or lines of business.
- Experience with distributed systems, networks, application development, and mainframe environments.
- Familiarity with ITIL processes and incident management principles.
- Certifications in ITIL, incident management, or related disciplines. (Preferred)
Why Should You Apply?
- Health Benefits
- Referral Program
- Excellent growth and advancement opportunities
Benefits
401K, Employee Referral Program, Life Insurance
About Company
ICONMA is a global information consulting management firm providing Professional Staffing Services and Project-Based Solutions for organizations in a broad range of industries.
- Corporate Headquarters in Troy, Michigan; 20+ locations worldwide.
- Certified Woman-Owned Business Enterprise (WBE); certified by Women’s Business Enterprise National Council, National Women Business Owners Corporation (NWBOC); and California Public Utilities Commission (CPUC).
- Founded in 2000
- 2000+ Employees
The company was founded on the principle that success is derived from delivering high quality service and resources in the most responsive, flexible, and innovative way. ICONMA invests in people and resources with a single goal: To provide our customers with the highest quality service in the most responsive manner. Through its network of offices, ICONMA provides the resources to help clients maintain their competitive advantage.