Incident Manager

The Incident Manager (Incident & Problem Manager) is responsible for managing and coordinating the resolution of IT incidents and service requests to ensure swift return to normal operations and minimize business impact. This role oversees the incident management process, ensures alignment with the company’s IT and Task Order goals, and works closely with IT teams, stakeholders, and vendors to resolve incidents, communicate updates, and implement continuous improvement processes.

Key Responsibilities

• Manage and coordinate resolution of IT incidents and service requests
• Oversee incident escalation process and SLA compliance
• Ensure alignment with the company’s objectives and priorities
• Conduct incident impact assessments and priority determination
• Coordinate incident response activities across IT teams
• Perform root cause analysis activities post-incident
• Document all incidents in the incident management system
• Monitor MTTR (Mean Time To Resolution) and SLA metrics

Required Qualifications

• Bachelor's degree in IT, Computer Science, or Business Administration (or equivalent)
• Minimum 4 years of experience in incident management
• Strong understanding of ITIL principles and best practices
• Proficiency with incident management tools and ITSM platforms
• Excellent problem-solving and analytical skills
• Strong communication and interpersonal abilities
• Demonstrated ability to manage multiple incidents effectively
• Experience with federal IT operations

Job Specific Skills

• Incident Management & Response Coordination
• ITIL Framework Expertise
• Problem-Solving & Analysis
• Stakeholder Communication
• SLA & Metric Monitoring

Preferred Skills

• ITIL Foundation or Practitioner certification
• ServiceNow ticketing system experience
• Security incident response knowledge
• Team leadership and mentoring capabilities