Manager, Production Support Services / Incident Management
About The Position
The Incident Lead is a strategic and technically adept professional responsible for overseeing the full lifecycle of IT incident response. This includes coordinating cross-functional support teams to rapidly restore services and conducting post-incident root cause analysis. The role demands leadership of decentralized resources during high-impact outages, acting as a guardian of production and critical environments, and managing emergency change releases. A strong grasp of IT systems and problem-solving is essential to guide teams effectively. The Incident Lead must champion AI technologies—both conversational and generative—to transform incident management practices. Success in this role requires visionary thinking, operational improvement, empathetic leadership, and a commitment to reducing mean time to resolution. Availability for on-call rotations during evenings and weekends is required.
Requirements
- 7+ years of IT experience (Network Architecture, Security, Technical Support level 2 -3, or IT Project Manager).
- 5+ years using ITSM tools preferred is ServiceNow.
- 5+ years in incident and problem response roles.
Nice To Haves
- Familiarity with frameworks like ISO/IEC 20000, ITIL, OSI, Kepner Tregoe, NIST, ISO 27001.
- Expertise in ServiceNow (Incident, Problem, and Major Incident Modules).
- Strong verbal and written communication skills.
- Ability to lead extended incident calls.
- Experience in root cause analysis and data collection.
- Comfort with ambiguity and conflict resolution.
- Customer-focused with strong peer relationship-building skills.
- Knowledge of UNIX, Linux, Microsoft systems, and network infrastructure.
- Skilled in incident analysis using 5 Whys and People-Process-Technology models.
- Certifications such as CCNA, CISSP, CISM, GIAC, RHCE, MCSE are a plus.
Responsibilities
- Develop and continuously refine incident response strategies aligned with organizational goals.
- Create and maintain incident response plans that anticipate emerging threats and follow best practices (ISO20000, ITIL, Kepner Tregoe, etc.).
- Lead and mentor incident response teams through post-incident reviews and regular coaching sessions.
- Foster a culture of proactive detection and rapid recovery, minimizing downtime and impact.
- Conduct timely and thorough root cause analyses, collaborating closely with problem management.
- Integrate lessons learned into process improvements and ensure continuous enhancement of incident response capabilities.
- Coordinate effective responses to infrastructure and application incidents, ensuring clear communication across technical and leadership stakeholders.
- Prioritize and escalate incidents based on impact and urgency, ensuring resolution within SLA targets.
- Train future incident managers and staff on procedures, predictive modeling, and performance metrics.
- Promote awareness of security, business continuity, and disaster recovery practices.
- Host sessions to evaluate and elevate incident management effectiveness across the organization.
- Communicate clearly and appropriately with all audiences—from engineers to executives—throughout the incident lifecycle.
- Document all engagements with precision to support trend analysis, metric tracking, and reporting.
Benefits
- medical
- dental
- vision coverage
- paid time off
- retirement savings options
- wellness programs
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What This Job Offers
Job Type
Full-time
Career Level
Manager
