Description
Description
Job Description: Incident Manager
This is a full-time, on-site position based in Colorado Springs supporting the NORAD & USNORTHCOM mission. The Incident Manager is responsible for overseeing the entire lifecycle of IT incidents—from detection to resolution—ensuring minimal business disruption and operational continuity. This role requires rapid response, coordination across technical and business teams, and proactive process improvement to enhance service quality and prevent recurrence of issues. The Incident Manager is a critical player in aligning IT operations with business priorities, ensuring smooth performance within agreed-upon service levels.
Core Responsibilities
Incident Detection and Logging - Proactively monitor systems to identify incidents through tools, user reports, or automated alerts. Ensure accurate and detailed logging of incidents for effective tracking, reporting, and trend analysis.
Categorization and Prioritization- Classify incidents based on severity, business impact, and urgency. Allocate resources effectively to address the most critical issues first.
Coordination and Escalation- Act as the central point of contact, coordinating cross-functional IT teams, stakeholders, and external vendors during incident resolution. Escalate unresolved or high-impact issues to senior management or specialized teams as needed.
Resolution and Recovery- Direct investigations to diagnose root causes and recommend solutions. Oversee the implementation of resolutions to restore normal service operations promptly.
Communication and Stakeholder Management- Keep internal and external stakeholders informed of the status, resolved timelines, and potential impacts. Provide regular incident updates and ensure documentation is clear and consistent.
Post-Incident Review and Process Improvement- Conduct incident post-mortems to identify the root cause, document lessons learned and provide recommendations for improvement. Refine incident management processes to enhance overall efficiency and prevent future occurrences.
Proactive Planning and Risk Mitigation- Identify potential risks or patterns of repeated incidents and determine preventive measures. Ensure compliance with SLAs and regulatory requirements while monitoring adherence to best practices in incident management. Collaborate with Problem and Change Management to minimize risks of recurring incidents and ensure changes are implemented responsibly.
Continuous Improvement- Drive the continuous improvement of the incident management process by analyzing trends, identifying inefficiencies, and implementing enhancements to ensure faster resolution times, improved coordination, and alignment with ITIL best practices. Collaborate with cross-functional teams to refine workflows, update documentation, and integrate lessons learned from incidents into actionable process improvements to optimize service delivery and mission continuity.
Skills and Expertise
Technical Knowledge: Strong understanding of IT infrastructure, networks, applications, and cloud platforms. Familiarity with IT Service Management (ITSM) tools and frameworks, especially ITIL processes (certifications preferred).
Leadership and Decision-Making: Ability to lead teams under pressure and make critical decisions in high-impact situations. Skilled at managing competing priorities and allocating resources to drive resolution efforts.
Communication Skills: Exceptional verbal and written communication to interact with technical teams, leadership, and non-technical stakeholders. Ability to convey technical concepts in clear, business-focused language.
Analytical and Problem-Solving Skills: Capable of performing trend analysis to identify systemic failure patterns. Strong root cause analysis and troubleshooting techniques to resolve issues efficiently.
Interpersonal Skills: Adept at building relationships across teams and fostering effective collaboration. Highly empathetic to customer and client concerns during service disruptions.
Qualifications
Qualifications
Bachelor's degree in Computer Science, Information Technology, or a related field plus 5 years' experience or HS plus 8-10 years. Minimum of 3-5 years of experience in IT operations, incident, or problem management.
ITIL certification required (Foundational v3/v4 or higher).
Experience working with ITSM tools such as ServiceNow, JIRA, or Remedy.
Previous experience in a fast-paced environment requiring rapid incident resolution capabilities is a plus. DoD Enterprise IT services in a COCOM is a plus
ONSITE position
Secret Level experience to start; able to obtain TS/SCI
Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.Apply on company website
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