IT Incident Manager

Crown Equipment Corporation•New Bremen, OH

12d•Hybrid

About The Position

Crown Equipment Corporation is hiring an IT Incident Manager to own and administer its enterprise Incident Management process and associated procedures. The role leads Major Incident responses from declaration through service restoration and closure, coordinates technical resources during critical service disruptions, and maintains incident command. It also develops incident reporting and metrics, maintains response playbooks and escalation materials, analyzes incident trends, and facilitates post-incident reviews and corrective actions. The position provides communications to executive leadership, business stakeholders, global teams, and affected parties, builds relationships with business partners, and provides guidance and training on Incident Management processes. This is a hybrid remote position requiring a reasonable driving commute of 1–2 hours to Crown’s New Bremen, Ohio location. Occasional travel of 0–5% is required. Crown will not provide work-authorization sponsorship.

Requirements

Bachelor’s degree in Information Technology, Management Information Systems, Computer Information Systems, Computer Science, Cybersecurity, or a related field, plus at least 5 years of related experience; alternatively, a high school diploma or GED and 12 or more years of related experience.
ITIL Foundation certification.
Occasional travel of 0–5%.
Legally authorized to work in the United States; sponsorship is not provided.

Nice To Haves

ITIL Managing Professional certification.
Experience leading Major Incident Management activities within large enterprise environments.
Experience working with ITSM platforms such as ServiceNow, Cherwell, or equivalent systems.
Knowledge of Problem Management, Change Management, Availability Management, and Service Level Management practices.
Strong analytical, organizational, and decision-making skills.
Excellent written, verbal, presentation, and executive communication skills.
Experience developing operational metrics, dashboards, and service reporting.

Responsibilities

Own and administer the enterprise Incident Management process and associated procedures.
Lead Major Incident response activities from declaration through service restoration and closure.
Establish and facilitate incident bridge calls, coordinate technical resources, and maintain incident command during critical service disruptions.
Develop and maintain incident-related dashboards, metrics, and reporting.
Maintain and periodically review Major Incident Playbooks, communication templates, and escalation matrices.
Analyze incident trends and recurring issues to identify improvement opportunities.
Facilitate Post Incident Reviews (PIRs) and ensure corrective actions are tracked to completion.
Provide timely, accurate, and audience-appropriate updates to executive leadership, business stakeholders, global teams, and affected parties.
Build strong relationships with business partners to understand service priorities and operational impacts.
Provide guidance, coaching, and training related to Incident Management processes and Major Incident response procedures.