Senior Incident Management Specialist

C1 • Bloomington, MN

4h • $80,000 - $110,000

About The Position

The Senior Incident Management Specialist is responsible for serving as a strategic leader responsible for overseeing the end‑to-end lifecycle of complex and high-impact IT incidents to ensure service continuity and minimize business disruption. This role requires advanced technical expertise, strong leadership, and the ability to coordinate cross-functional teams during critical events. The senior specialist leads major incident responses, drives continuous improvement initiatives, and ensures alignment with ITIL/ITSM frameworks and organizational SLAs.

Requirements

• BA Bachelor’s degree in IT, Computer Science, or similar field
• 7–10 years of experience in IT Operations, Service Management, or Incident Response
• Strong knowledge of ITIL/ITSM frameworks and incident response best practices
• Proven ability to lead in high-pressure situations and communicate with executive stakeholders
• Experience with platforms such as ServiceNow, Remedy, or Ivanti

Nice To Haves

• Experience developing or maturing an enterprise incident management program
• Experience working with monitoring and alerting systems
• Ability to manage multiple priorities in a fast-paced environment

Responsibilities

• Leads and manages high-severity or complex incidents from detection through resolution
• Coordinates and influences cross-functional teams to ensure timely incident recovery
• Serves as the escalation point for incident managers and technical teams during critical outages
• Communicates incident status, impact, and recovery updates to senior leadership
• Oversees documentation of incident timelines, root cause analyses, and corrective actions
• Leads post-incident reviews, identifying process gaps and preventive actions
• Analyzes incident trends and presents insights to leadership to drive system resiliency improvements
• Ensures adherence to SLAs, escalation procedures, and compliance requirements
• Partners with Operations, Engineering, Security, and Service Management to mature incident response capabilities
• Mentors junior incident managers and provides operational leadership
• Supports readiness exercises and continuous improvement efforts

Benefits

• 401(k) Plan (35% employer match per dollar up to 10% employee contribution)
• Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes member advocacy; and Kaiser)
• RX Home Delivery
• HSA with Employer Contribution In-vitro Fertility (treatment coverage)
• Dental
• Vision (2 plans: 12-month and 24-month frames allowance)
• FSA Plans (Healthcare, Dependent Care and Limited Purpose)
• Pre-tax Commuter Plans
• Employer-paid Life Insurance
• Employer-paid Short + Term Disability
• Long Term Disability (2 plans: Employer-paid or optional Self-paid)
• Paid Parental Leave (4 weeks at 100%)
• Employee Assistance Plan
• Voluntary Life Insurance for team member, spouse and child
• Voluntary Accidental Death for team member and spouse
• Legal/ID Theft Plans
• TeleHealth
• Wellness via Omada Health (healthy living solution)
• Travel Assistance
• Business Travel Accident Coverage
• Medical for foreign travel coverage
• Employer-paid Pet Telehealth
• Accident Insurance
• Critical Illness Insurance
• Hospital Indemnity Insurance
• Volunteer Time Off
• 10 Holidays
• Summer Sizzle
• On Demand Pay (Daily Pay)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level