Technology Incident Manager - Hybrid

Genesis10 • Cleveland, OH

3d • Hybrid

About The Position

The IT Incident Manager leads cross-functional investigative teams to resolve technology events impacting our client's enterprise systems. This role is responsible for monitoring and driving incident resolution efforts, proactively engaging technical support partners, facilitating communication among technical and business stakeholders, and ensuring timely and effective recovery. This position includes on-call and off-hours support on a rotating basis, with a standard shift ranging between 11:00 AM–9:00 PM EST.

Requirements

• Bachelor's degree in a related business or science field, or equivalent work experience
• 3+ years of experience leading technical projects, incidents, or cross-functional initiatives
• Experience managing highly impactful incidents across multiple departments or lines of business
• Experience with distributed systems, networks, application development, and mainframe environments
• Familiarity with ITIL processes and incident management principles

Nice To Haves

• Certifications in ITIL, incident management, or related disciplines

Responsibilities

• Identify and assess critical incidents and outages impacting operations
• Proactively and directly investigate potential technology incidents when detected or observed
• Lead incident recovery efforts, coordinating cross-functional teams and vendors
• Engage in independent decision-making and be confident in making judgment calls when necessary
• Facilitate technical crisis calls and ensure appropriate resources are engaged
• Mediate high-stakes and time-sensitive triage bridges and chats to effectively and respectfully drive resolution
• Provide accurate and timely communications to stakeholders and executive leadership
• Escalate critical issues and manage progress updates throughout troubleshooting and remediation
• Lead post-mortem sessions and document incident restoration activities and timelines
• Identify action items and follow-up activities needed following incident resolution and share with problem management
• Ensure recovery documentation is accurate and tested for feasibility
• Drive continuous improvement initiatives to enhance system stability and client experience
• Identify gaps in recovery processes and collaborate with monitoring and detection teams
• Participate in incident management performance reviews and process evaluations
• Ensure adherence to ITSM processes and define/manage critical success metrics
• Support production readiness for critical projects, focusing on incident management

Benefits

• Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years
• The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years
• Access to an experienced, caring recruiting team (more than 7 years of experience, on average)
• Behavioral Health Platform
• Medical, Dental, Vision
• Health Savings Account
• Voluntary Hospital Indemnity (Critical Illness & Accident)
• Voluntary Term Life Insurance
• 401K
• Sick Pay (for applicable states/municipalities)
• Commuter Benefits (Dallas, NYC, SF, and Illinois)

What This Job Offers

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