Incident Manager

Universal Orlando•Orlando, FL

About The Position

The Incident Manager will lead major incident response efforts across the region, ensuring timely service restoration and minimizing business impact. This role is responsible for coordinating cross-functional teams, managing stakeholder communications, overseeing incident resolution and post-incident reviews, and driving continuous improvement through effective governance, reporting, trend analysis, and root cause management. Partnering closely with Operations leadership, HR, technical teams, and regional stakeholders, the Incident Manager will deliver actionable insights and scalable operational strategies that enhance service performance and organizational resilience.

Requirements

Strong verbal/written communication skills and the ability to prioritize tasks
Ability to create and maintain relationships within the industry
Must be available on-call for weekends and 24/7 as necessary
Ability to work in a mission critical environment
Self-driven engagement with excellent follow-through skills
Able to analyze user reported issues and provide solutions using the most appropriate tools and processes quickly and effectively
5+ years of experience in business technical operations
Global management experience for incident identification and problem analysis
Experience in working with global teams for a globally facing organization across several platforms
Experience in ITIL process and/or PMP
Strong organizational and leadership skills
Equivalent combination of education and experience

Responsibilities

Lead and coordinate the end-to-end Major Incident (P1/P2) process to restore business services as quickly as possible. Facilitate incident bridge calls, establish command-and-control during critical outages, and drive structured incident response activities.
Coordinate technical teams across Infrastructure, Network, Cloud, Applications, Cybersecurity, Workplace Services, Service Desk, and vendors to ensure timely engagement.
Maintain ownership of incident timelines, action tracking, escalation paths, and recovery milestones. Ensure incidents meet defined Service Level Agreements (SLAs) and operational targets.
Assess business impact and prioritize restoration efforts based on customer and operational risk.
Escalate unresolved issues appropriately to senior leadership and technical SMEs.
Partner with Problem Management and technical support teams to facilitate Root Cause Analysis (RCA) following major incidents. Coordinate post-incident reviews (PIRs) to identify contributing factors, corrective actions, and preventative measures.
Track ownership and completion of corrective actions resulting from RCAs. Identify recurring incidents and trends that warrant Problem Records or Known Error creation.
Validate documentation quality and ensure lessons learned are captured and shared across operational teams.
Support continual reduction of repeat incidents through proactive analysis and governance.
Develop and distribute timely, accurate, and audience-appropriate incident communications throughout the incident lifecycle. Provide executive-level status updates highlighting business impact, restoration progress, estimated resolution timelines, risks, and mitigation strategies.
Coordinate communication between technical teams, business stakeholders, leadership, and third-party vendors.
Ensure communication standards and notification procedures are consistently followed. Prepare executive summaries following significant incidents for leadership review.
Maintain comprehensive incident records within the ITSM platform ensuring accuracy, completeness, and audit readiness. Develop operational dashboards and KPI reporting for incident volume, MTTR, SLA attainment, recurring issues, and service health.
Analyze historical incident data to identify trends, emerging risks, and opportunities for service improvement.
Produce recurring operational reports for leadership, governance meetings, and service reviews. Ensure incident documentation supports compliance, audit, and knowledge management requirements.
Identify opportunities to improve Incident Management processes, workflows, automation, and operational efficiency.
Recommend enhancements to monitoring, alerting, event management, and early detection capabilities. Participate in ITIL process maturity initiatives and operational excellence programs.
Support implementation of AI-assisted incident response, knowledge management improvements, and automation opportunities.
Assist in developing and updating Incident Management procedures, playbooks, and standard operating procedures.
Monitor active incidents to ensure timely progression through escalation paths. Validate appropriate technical resources are engaged based on incident severity and business impact. Coordinate vendor engagement when external support is required.
Assist service owners with prioritization decisions during large-scale outages. Ensure restoration activities remain aligned with business priorities and risk mitigation strategies.
Collaborate with Service Desk, Infrastructure, Cybersecurity, Engineering, Workplace Technology, Business Relationship Managers, and Vendor Management teams to improve operational readiness.
Participate in Change Advisory Board (CAB) discussions where incident trends indicate elevated operational risk.
Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
Performs other duties as assigned.