Incident Manager

Innova Solutions•Cincinnati, OH

4d•Onsite

About The Position

A client of Innova Solutions is immediately hiring for an Incident Manager. This is a Full-Time Contract (W2) role for an Incident Manager with a duration of 6+ months. The position is located in Cincinnati, OH, requiring the individual to work from the office 5 days a week. The primary goal is to establish a dedicated Major Incident command for the Point of Sale (POS) solution. This role will ensure a single accountable owner for P1/P2 command, evidence-based PIR/RCA governance, and executive-ready incident reporting. The objective is to elevate the current process from adhoc escalation handling to a mature, ServiceNow-driven Major Incident Management (MIM) practice.

Requirements

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 Application Support, Platforms/Infrastructure Ops, SRE/Observability, Engineering, and business teams
Own and mature the Major Incident Management practice: severity models, escalation protocols, war-room procedures, communication templates, and PIR/RCA cadence within ServiceNow
Lead evidence-based Post-Incident Reviews (PIRs), requiring incident timelines, monitoring data, deployment history, root cause findings, and measurable corrective-action plans before review meetings
Operationalize Problem Management by linking PIR outcomes to ServiceNow/JIRA records with named owners, due dates, and closure evidence; track overdue reliability work for leadership visibility
Design and deliver MIM KPI reporting — MTTR, SLA compliance, change success, recurrence trends, and escalation drivers — translating incident performance into business-impact reporting for MBR/QBR and executive audiences
Partner with SRE/Observability to improve alert correlation, noise reduction, and 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