Incident Manager/IT Production Support Consultant

KAYGEN•Cincinnati, OH

3d•Onsite

About The Position

KAYGEN is seeking an Incident Manager to establish dedicated Major Incident command for their Point of Sale (POS) solution. This role will be the single point of accountability for P1/P2 incident command, evidence-based Post-Incident Review (PIR)/Root Cause Analysis (RCA) governance, and executive-level incident reporting. The goal is to transition from ad-hoc escalation handling to a mature, ServiceNow-driven Major Incident Management (MIM) practice.

Requirements

10+ years in IT Operations / Incident Management, including enterprise Major Incident command.
10+ years leading enterprise Major Incident Management (P1/P2) triage, escalation, war rooms, executive communications, and service restoration.
Demonstrated experience building or maturing ITSM programs (Incident, Major Incident, Problem, Change) using ServiceNow, including severity models, PIR/RCA cadence, and KPI dashboards.
Track record leading 24x7 IT Ops/NOC-ITOC operating models and coordinating across infrastructure, application, network, security, and vendor teams.
Strong root cause analysis skills, with a structured, evidence-based approach to problem-solving.
Comfortable working with ticketing/ITSM tools (ServiceNow, JIRA) and log/monitoring platforms (Kibana, Splunk, Grafana, Dynatrace).
Proven ability to translate technical incident data into business-impact reporting for MBR/QBR and C-suite audiences.
Willingness and availability to work weekends/holidays as part of a team roster/rotation.
Ability to work under pressure during live incidents while maintaining a calm, methodical approach.

Nice To Haves

Prior subject-matter knowledge of Point of Sale (POS) systems or retail/store operations environments.
Experience in retail or omni-channel commerce environments, including store systems, eCommerce, or supply chain.
Exposure to cloud platforms and containerized/microservices architectures.
ITIL Foundation certification or equivalent exposure to incident/problem management practices.

Responsibilities

Serve as enterprise incident commander for P1/P2 incidents, leading triage, war-room coordination, decision facilitation, and stakeholder communications across various IT and business teams.
Own and mature the Major Incident Management practice, including severity models, escalation protocols, war-room procedures, communication templates, and PIR/RCA cadence within ServiceNow.
Lead evidence-based Post-Incident Reviews (PIRs), ensuring incident timelines, monitoring data, deployment history, root cause findings, and corrective-action plans are documented before review meetings.
Operationalize Problem Management by linking PIR outcomes to ServiceNow/JIRA records with assigned owners, due dates, and closure evidence, and track overdue reliability work for leadership visibility.
Design and deliver Major Incident Management KPI reporting (e.g., MTTR, SLA compliance, change success, recurrence trends, escalation drivers), translating incident performance into business-impact reporting for executive audiences.
Partner with SRE/Observability teams to improve alert correlation, reduce noise, and enhance early detection of customer-impacting degradation.
Improve critical service readiness by validating ownership, dependencies, escalation contacts, and support models for high-impact services.
Participate in the team's weekend and holiday on-call roster and be available for after-hours Major Incident bridges as part of a rotating schedule.