ITSM Jobs in United States

IT Incident Manager

Start: 2 weeks from date of offer

Location: New York, NY

Schedule: First 1-2 months onsite and then transition to onsite Mon-Wed w/ Thur and Friday remote.

Temp to Perm position: 6 months before conversion

Hourly Pay for contract: 50-70 p/hr on W2 Only

*Background and Drug Screen Required*

My client is looking to add an IT Incident Manager to their team. Primarily working over the Service Management / Service Desk department. ServiceNow is the ticketing system used. This is a coaching/mentoring/daily management role over a 3rd party Service Desk company.

This person will also ideally be the backup Change Management resource behind the primary Change Manager - if/when necessary

Musts:

ITIL

Onsite in NY, NY

Experience with ServiceNow

Incident Response / Incident Management

Plus:

Any management experience in Infrastructure

• Lead and manage Security Operations Center across different regions and shifts with primary responsibilities in security event monitoring, management, and response.
• Ensure incident identification, assessment, quantification, reporting, communication, mitigation and monitoring.
• Ensure compliance to SLA, process adherence and process improvisation to achieve operational objectives.
• Review policies and highlight the challenges in managing SLAs.
• Review standard operating procedures to ensure SOC continues to effectively meet operational requirements.
• Provide team & vendor management, evaluate overall use of resources, and initiate corrective action where required for SOC.
• Create reports, dashboards, and metrics and present to Sr. Mgmt.
• Evaluate existing technical capabilities and systems and identify opportunities for improvement.
• Oversee training and exercises to ensure SOC team proficiency. Conduct after action reviews to identify lessons learned and best practices.
• Work closely Security Leadership to identify and implement process changes, improvements, and efficiencies to ensure solid security practices.
• Develop communication channels with technology owners and business to evangelize the evolving threat landscape.
  
  

• Ideal candidate will have 10+ years incident handling and incident response experience.
• Technical knowledge of network security, operating system security, vulnerability management, common attacker techniques and exploits, encryption, and SIEM.
• Know how to lead investigations and direct incident handlers and question the investigative process being followed.
• Possess experience in writing both technical incident investigation reports as well as reports for senior leadership.
• Ability to manage multiple initiatives at once in addition to day-to-day operations.
• Experience in managing teams of 8 or more people and providing mentorship.
• Advanced incident investigation and response experience.
• Advanced log parsing and analysis skill sets.
• Advanced knowledge of networking fundamentals (TCP/IP, network layers, Ethernet, ARP, etc.).
• Moderate knowledge of Windows, Unix/Linux, and Mac operating systems.
• Moderate knowledge of SIEM technologies and use case design.
• Moderate knowledge of malware operations and indicators.
• Moderate knowledge of network defenses such as firewalls, IDS/IPS, Packet Capture, Proxies.
• Moderate experience with scripting.
• Moderate knowledge of forensic techniques.
• Moderate knowledge of audit requirements (PCI, HIPPA, SOX, etc.).
  
  

• Bachelor�s Degree preferred, but not required. May also have advanced degree.
• Certifications from the list below preferred, but not required:
• Certified Information Systems Security Professional (CISSP)
• Certified Information Security Manager (CISM)
• Certified Information Systems Auditor (CISA)
• Certified Information Systems Security Professional (CISSP)
• Certified Incident Handler (GCIH)
• Certified Intrusion Analyst (GIAC)
• Certified Ethical hacker (CEH)
• Certified Expert penetration tester (CEPT)
  

• Advanced understanding of information security technology.
• Ability to influence others and achieve results.
• Ability to think strategically, conceptually, analytically and creatively.
• Advanced time management skills including ability to manage multiple projects, prioritize and organize, and create alignment and buy in from clients and direct reports.
• Demonstrated clear, concise and effective oral and written communication skills.
• Ability to establish, manage and leverage relationships with internal and external partners.
• Ability to analyze data and apply it to complex problem resolution.
• Advanced understanding of security trends in the industry.
• Advanced understanding of expense and resource management processes as they relate to project resources and expenses, ability to make appropriate sourcing decisions based on project resource needs, demonstrate understanding of area's budget and its relationship to department level information and external customers, and assist in explaining impact of project expenses on the area's overall expense plan.
• Possess a mastery level of thriving in change by setting an example, providing leadership, and coaching peers and team members, during changes that may disrupt productivity.
• Handle ambiguity and uncertainty with maturity, adapt management style to current situations and people needs, and demonstrate the ability to make decisions under time pressures and with limited information.
  
  

• Bachelor�s Degree preferred, but not required. May also have advanced degree.
• Certifications from the list below preferred, but not required:
<....

Tools: AWS

• Act as an on-call Incident Commander, responsible for driving and managing incident resolution with a high level of urgency, cross-functional collaboration, and accuracy, while partnering with a global and diverse set of teams, including Engineering, Product, Policy, Risks, PR, Legal, Execs, etc.
• Lead all user-facing incidents across domains at Stripe - including reliability, technical, security, and data privacy
• "User First" approach to determine impact, providing accurate situation reports, facilitating comms bridges, and ensuring useful and timely external communications to users
• Proactively update internal stakeholders, make decisions through data and influence by partnering with Engineering, Sales, Support and other cross-functional teams
• Contribute to the root cause analysis process while conducting post-mortems, remediations identification, and ensure problem management tasks meet SLA and user expectations
• Drive improvements in the incident handling process and incident management metrics and tooling based on trends and data of Stripe's incidents in collaboration with engineering, product and operations teams
• Collaborate closely with leadership for building team strategy based on the team vision
• Collaborate and coach other Incident Response Managers on the team
  
  
  

• 5+ years of demonstrable major incident experience for organizations that run mission critical applications or always-on Saas environments.
• Demonstrated ability to lead multiple incidents concurrently with authority and influence responders with agency and reasoning skills to resolve ambiguous problems and drive to root cause.
• Strong full stack technical skills with development/support experience with cloud based technologies
• Demonstrated experience developing code and automation using Python, Ruby, JavaScript or shell scripting.
• Solid understanding of infrastructure, including physical, virtual, and container-based compute platforms
• Strong quantitative, and analytical skills in data manipulation using SQL, Splunk or other tools.
• Excellent task management skills, must be detail-oriented with ability to remain composed, methodical, and think fast in a high-pressured environment.
• Exceptional written and verbal English communication skills, with the ability to translate complex technical issues for internal and external stakeholders
  
  
  

• Domain expertise in classes of incidents such as technical, privacy, security or crisis with a strong desire to continuously learn about Stripe's products, technical issues and systems.
• Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate real-time decision making.
• Experience with broad user-facing communications (e.g. status pages, tweets) and/or targeted communications (e.g. direct emails, support ticket responses).
• Familiarity operating or managing distributed architectures with the ability to correlate system behaviors based on known inter-dependencies.
• Demonstrated experience with full stack development and support
  
  
  

ALTA IT Services is a wholly owned subsidiary of System One, a leading provider of specialized workforce solutions and integrated services. ALTA is an established leader in IT Staffing and Services, for both government and commercial enterprises across the United States, specializing in Program & Project Management, Application Development, Cybersecurity, Data & Advanced Analytics, and Agile Transformation Services.

Major Incident Manager

100% Remote

Shift Details:

- Night Shift (6:00 PM - 6:00 AM)

Rotating Two-Week Schedules:

- Week 1 - Work: Mon-Tues, Off: Wed-Thurs, Work: Fri-Sun

- Week 2 - Off: Mon-Tues, Work: Wed-Thurs, Off: Fri-Sun

Weekends and Holidays:

- Contractors will be expected to work every other weekend and on some holidays

Job Description

Major Incident Management is responsible for driving the coordination and recovery efforts of major outages at the client. When issues impact the client�s services or systems, major outages may occur, which result in serious interruptions to business and member activities. The Major Incident Management team operates 24x7 to ensure that impacted services are restored as efficiently and effectively as possible. The team actively monitors systems and services, documents and timelines recovery efforts, manages and coordinates various support team activities, and notifies business units of potential impacts and on-going recovery efforts. The team is also responsible for providing continual process improvement suggestions for the major incident management service, and monitoring for weekend change activities and military pay days.

Major Responsibilities

� Monitors Service Desk ticket queues, system alerts, and escalation methods to identify possible trends or outages

� Serves as the main point of contact for all incident and service issue escalations directed to the Major Incident Management team

� Ensures that incident management processes are efficiently and effectively followed

� Determines the impact and priority of incidents based on affected customers and/or business units

� Communicates operational issues to respective IT management, support teams, and incident communication managers

� Provides outage notification and recovery effort updates to business units via the Status Page

� Engages various support teams and resources to major incident bridges

� Manages and coordinates troubleshooting and recovery efforts between support teams and vendors

� Ensures continuous collaboration with IT Operations Management and other areas or teams

� Documents initial issues, recovery activities, and resolution steps taken via MIM timelines

� Ensures prompt resolution and coordination of incident management activities during recovery efforts

� Updates and validates outage information in availability management tools for reporting and tracking purposes

� Makes recommendations, proposals, and suggestions for improvement within the service to reduce severity and frequency of incidents

� Attends Post Incident Review Meetings or reviews meeting notes once the meetings conclude to ensure compliance with service improvement initiatives

� Attends and participates in TCABs (technical change advisory board meetings) to review, discuss, and approve or reject concerning upcoming changes or releases to the environment

� Coordinates, communicates, and manages Sunday Maintenance Windows for weekend scheduled activities

� Works with Problem Management and Change Management to resolve incidents

� Coordinates, communicates, and manages Military Pay Bridge activities

� Prepares operational status reports to IT Operations Management

� Updates and publishes Morning Reports

Required Qualifications

� Bachelor�s Degree in a related field, or the equivalent combination of education, training, and/or experience

� Extensive IT experience that demonstrates knowledge of hardware and infrastructure protocols used to provide services to customers

� Extensive IT experience in at least one of the following areas: mainframe, networking, middleware Websphere, Azure

� Prior experience leading incident bridge calls from initial triage to guiding recovery efforts, maintaining a timeline and ensuring that service is restored as quickly as possible

� Experience in leading or supervising an IT team

� Demonstrated ability to lead others in a challenging and fast-paced large enterprise environment

� Strong research, analytical, and problem solving skills

� Strong planning, organizational, and multi-tasking skills

� Demonstrated ability in exercising initiative to produce desired results and achieve objectives

� Ability to effectively interface with various levels of employees, management, and vendors

� Excellent interpersonal, verbal, and written communication skills

� Practical Incident management work experience

Desired Qualifications

� ITIL v3 or v4 Foundations Certificate

� CCNA / Networking Training and Certificates

� Middleware Training and Certificates

� Azure Training and Certificates

System One, and its divisions and subsidiaries including Joul�, ALTA IT Services, CM Access, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

Who is DexCare?

DexCare optimizes time in healthcare, streamlining patient access, reducing waits, and enhancing overall experiences. Born within Providence, DexCare addresses tech gaps by aligning supply and demand, recently securing a $75 million Series C funding round led by ICONIQ Growth, alongside partners like MGB, Kaiser Permanente Ventures, and others, to modernize healthcare infrastructures for an inclusive ecosystem.? 

What is DexCare?

DexCare, a digital care orchestration platform, streamlines care delivery logistics. It empowers healthcare systems to predict constraints and precisely schedule services, optimize capacity, and cuts operational costs. Currently serving 57 million patients, including Kaiser Permanente and Providence, DexCare ushers in a new era of digital-care access, ensuring health systems can efficiently track and deliver every hour of capacity for consumer ease. 

For more information, visit?www.dexcare.com?or follow us on?LinkedIn. 

We are looking for a strategic and detail-oriented Manager, Release & Incident Management to manage and oversee the entire release process from planning to deployment, ensuring quality and smooth execution across our ecosystem. This role requires someone with a strong understanding of development and operations, exceptional communication skills, and the ability to collaborate with multiple teams and stakeholders. You will also play a crucial role in driving process improvements and automation initiatives to enhance efficiency and scalability. 

Role is based out of our Seattle HQ (Eastlake area) 2 days/week.

• Lead and manage all aspects of the incident response process, including identification, prioritization, and escalation.
• Coordinate with IT teams and stakeholders to ensure efficient resolution of incidents and timely communication.
• Use Jira to track incidents, ensure accurate documentation, and analyze incident trends.
• Conduct Root Cause Analysis (RCA) and post-incident reviews to identify underlying issues, recommend corrective actions, and drive continuous improvement.
• Collaborate with teams to understand data warehousing concepts for better incident diagnosis and resolution.
  
  

• Proven experience in IT incident management or a similar role.
• Proficiency in Jira, Root Cause Analysis (RCA), and familiarity with data warehousing concepts.
• Strong communication, problem-solving, and leadership skills.
• Ability to work in high-stress, fast-paced environments and during US office hours.

• Delivering global operations within the IROC (Incident Response Operation Center) ByteDance datacenter.
• First responder and layer of defense responsible for quick detection and incident response using various monitoring and automation tools, conduct thorough investigation of alerts, classification and triage.
• Respond to all infrastructure, facilities, security, and safety events notified via various means, such as alarms/alerts set in Server Operations and Maintenance, Datacenter Infrastructure Management, Network & Grafana, and other functions.
• Respond to incidents and critical situations in a problem-solving manner, and conduct in-depth investigation of alerts.
• Provide insights into the effectiveness of the incident response and recovery process through regular reports
• Analyze trends and patterns in events to identify opportunities for improvement and optimization
• Monitor the performance of incident response against the agreed-upon SLAs by alerting and notifying stakeholders
• Escalation Management notifying or initiating discussions with higher-level support teams engaging in resolution processes
• Identify, assess and communicate potential risks arising through event monitoring that could affect customer's service
• Support program managers and facilitate project deliverables, improve overall operational security and engineering initiatives
• The Incident Response team is expected to work at ByteDance datacenter site. This is an on-site role.
  
  

• Knowledge of technical elements associated with systems such as Server Health, Datacenter Environment and IP Networks.
• Outstanding verbal and written communication skills required, work with minimal direction, meeting goals, attention to details and an eye for continuous improvements.
  
  

• Degree in Information Technology.
• 5 years experience in service center, or similar 24x7 operations center environment.
• 3 years of experience in a technology company or experience as a team lead, and experience in operation program management.
• 5 years experience as an incident and problem manager.
• Good data analytics and presentation skills.
• Ability to successfully interact at all levels of the organization, including with clients, while functioning as a team player.
• Basic working knowledge of data protection policies such as GDPR and the need to keep sensitive information secure.
• Working knowledge and/or certifications in ITIL, CompTIA Server+, Schneider Electric Data Center Certified Associate (DCCA), Data Analytics and Visualization.
• Willingness to be on call including weekends, nights, and holidays.
• Works well under pressure and within time constraints to solve problems and complete deliverables.
  
  

• Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
• Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
• Exercising sound judgment.
  
  

*ALSO OPEN TO UK-BASED CANDIDATES*

The Director of IT Incident and Problem Management is a senior leader responsible for shaping and transforming incident and problem management to a predictive and proactive discipline. You will drive a proactive, agile approach to incident response and problem management, building and leveraging AI-driven insights to enhance responsiveness and operational efficiency. Your leadership will underpin our pivot from a product to a platform-focused service, ensuring seamless, resilient service delivery that meets our high standards for reliability and customer satisfaction.

As a forward-thinking leader, you will balance traditional ITIL frameworks with modern tools and practices, such as incident.io and FireHydrant, and embed accountability across engineering and operational teams. You will work closely with cross-functional stakeholders including Engineering, Product, and Customer Support to ensure that incidents are resolved promptly and root causes are addressed comprehensively, with the overarching goal of minimizing business impact.

Qualifications

• Strategic Incident and Problem Management Expertise: 10-15 years of experience in IT incident and problem management, ideally within SaaS and platform-based environments, with a minimum of 5 years in a senior leadership capacity.
• Modern Practices in Incident Management: Demonstrated expertise in using cutting-edge incident management tools (e.g., incident.io, FireHydrant) and AI-driven solutions to streamline processes, drive rapid response, and enhance service reliability.
• Problem Management: Expertise in leading comprehensive root cause analysis and problem resolution efforts, incorporating Google SRE principles for preventive actions.
• Google SRE Methodologies: In-depth knowledge of Google SRE philosophies, including error budget management, service level indicators/objectives (SLIs/SLOs), and effective incident response strategies.
• Platform and SaaS Experience: Strong understanding of platform-oriented operations within B2B SaaS, ideally with experience in supporting a pivot from product to platform. FinTech experience is advantageous but not required.
• Leadership and Accountability: Proven record of building and leading high-performing teams, with an emphasis on holding teams accountable to clear standards and ensuring consistency in incident response and resolution.
• Collaborative Communication Skills: Excellent ability to influence and collaborate with cross-functional teams and executive-level stakeholders. Skilled in delivering complex insights to both technical and non-technical audiences.
• Innovation and Continuous Improvement: Ability to drive continuous improvement through innovative practices, data insights, and strategic thinking. An advocate for evolving incident/problem management to proactively support business goals.
• Cross-cloud environments: Experience managing incident and problem resolution in cross-cloud environments, ideally with a focus on seamless integration of diverse platforms.

Plusses

• Bachelor’s degree in Computer Science, Information Systems, or a related field; a Master’s degree is preferred.
• ITIL Expert certification and familiarity with Google SRE principles; advanced certifications in cloud platforms (AWS, GCP, Azure) or incident management tools are highly advantageous.
• Familiarity with leveraging AI and machine learning within incident and problem management to predict incidents, automate responses, or identify root causes, showcasing an ability to bring innovative solutions to the role.

Role: Major Incident Manager (MIM)

Pay Rate $47/hr W2

Location: Remote

What are the top skills required for this role?

1. Major Incident Management

2. ServiceNow

3. Problem Management

4. MS Excel (Intermediate)

Job Description/ Responsibilities

• Deep understanding of ITSM and ITIL processes and frameworks

• Act as a single point of contact from infrastructure for major incidents

• Facilitate communication among teams, including technical, primary stakeholders and leadership groups

• Mobilize appropriate infrastructure resources/teams to diagnose and resolve the incident

• Coordinate efforts across multiple teams and support groups for faster restoration of services

• Ensure timely updates to key stakeholders, including status, impact and progress

• Oversee the technical troubleshooting process and drive towards faster recovery of services within agreed SLA timelines

• Ensure workarounds are implemented when necessary to minimize business disruptions

• Maintain detailed incident chronology, timelines, root cause, impact, resolution steps

• Create post-incident reports (PIRs) to analyze root causes, impact, corrective actions (short and long-term) to aid in Problem Management

• Prepare, analyze and track metrics and insights to leadership to identify patterns or systemic issues

• Manage customer or client expectations during incident triages

• Excellent written, verbal communication and interpersonal skills

• Collaborate with Technology infrastructure teams to implement proactive measures to prevent issues

• Act as the face of the infrastructure during major incident triages

Summary:

The Major Incident Manager role will report to the Vice President of Technology Operations. The Major Incident Management team handles coordination and communication for all service-impacting outages with the aim of minimizing their impact on downstream users and resolving them swiftly. This involves organizing and leading investigations in collaboration with technical teams throughout the organization, ranging from developers to customer support. Acting as the primary contact for all partners, the team ensures accurate and timely information dissemination to all stakeholders during significant outages. The team's contribution is crucial in delivering top-notch service to clients, and they take pride in their influence on the company's ongoing success. This role will also play a key role in Problem Management activities, focusing on root cause analysis and implementing remediation actions to prevent recurring issues.

Essential Job Duties and Responsibilities:

• Works on moderate to complex issues where analysis of situations or data requires an in-depth knowledge of the application function, business units, or company.
• Facilitate and drive the expedient resolution of an incident with leadership, control, and effective communication across multiple teams to limit overall customer impact.
• Quickly assess the severity of an outage and be able to report business impact and technical complexity.
• Maintain work stream documentation and data integrity within the incident.
• Notify, escalate, and communicate to management, the existence and status of outages, as needed.
• Identify areas of improvement during an incident that may need additional corrective action via problem records or follow ups.
• Support and drive automation, elimination, and simplification of our current processes.
• Participate in an on-call production support schedule.
• Comply with all company policies and procedures.
• Maintain regular and punctual attendance.

Other Job Duties and Responsibilities:

Performs other related duties as assigned.

Supervisory Responsibilities:

This position does not have direct reports

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Strong written and verbal communication skills with the ability to effectively disseminate information across the organization, including senior leadership.
• Experience with application or infrastructure services.
• Excellent collaboration skills with an interest in developing a strong network.
• Ability and aptitude to pick up new technologies or procedures.
• Strong organization and decision-making skills with an emphasis on multitasking and the ability to execute during major outages.
• Ability to translate situations in both a technical and business-friendly manner.
• Ability to control and drive an incident call with several participants.
• Innovation and drive - someone who is happy to challenge the status quo and collaborate on process improvements .
• A self-starter who is assertive but diplomatic with the ability to prioritize workload and to perform in a high-pressure environment.
• Basic understanding of industry standard technologies and infrastructure such as: networking, cloud storage, middleware, databases and virtual infrastructure.
• ITIL Service Support knowledge.
• Proficiency in MS Office Tools (Excel, Power Point, Teams, Power BI).

Education and/or Experience:

• 5+ years Operational Experience in an IT support role.
• 3+ years Incident Management/Coordination role.
• 2+ years experience with ITIL framework and production support best practices.
• Experience with ITSM tools such as ServiceNow.
• Experience with Enterprise Communication and Notification tools.
• Working knowledge of Monitoring and Alerting tools (Splunk, Dynatrace, etc).
• Financial services experience.