Incident Manager

TEKsystems•Charlotte, NC

1d•$46 - $46•Hybrid

About The Position

The Incident Manager is responsible for overseeing the end‑to‑end response to high‑priority incidents that impact business‑critical applications, systems, or services. This role ensures timely resolution, clear communication, and effective coordination across technical and business teams to minimize downtime and restore normal operations as quickly as possible.

Requirements

Experience managing high‑severity incidents in production or enterprise environments
Strong understanding of application, infrastructure, and operations concepts
Excellent communication skills with the ability to convey complex technical information to non‑technical audiences
Ability to remain calm, structured, and decisive in high-pressure situations
Strong analytical and problem‑solving skills
Familiarity with incident management tools, ticketing systems, and monitoring platforms
Experience coordinating cross‑functional technical teams during outages or critical events

Nice To Haves

Background in IT operations, application support, SRE, or infrastructure engineering
Knowledge of ITIL processes, particularly Incident, Problem, and Change Management
Experience with on‑call scheduling, crisis management, or operational leadership
Exposure to cloud environments (AWS, Azure, GCP) and modern observability tooling
Strong documentation and process‑improvement skills

Responsibilities

Lead and coordinate the response to major incidents, ensuring rapid triage, investigation, and service restoration
Serve as the primary point of contact during incidents, facilitating communication across engineering, operations, leadership, and business stakeholders
Drive incident timelines, escalation procedures, bridge calls, and follow‑the‑sun handoffs
Document incident details, actions taken, and resolution steps in real time
Perform root cause analysis (RCA) and partner with technical teams to identify corrective and preventive actions
Track post‑incident remediation work and ensure accountability for long-term fixes
Establish and enforce incident response processes, SLAs, and communication standards
Prepare incident reports, executive summaries, and customer‑facing updates when required
Monitor system health dashboards and alerts to proactively address emerging issues
Contribute to continuous improvement of incident management frameworks, playbooks, and operational readiness