Incident Management- W2

Incident Management

Atlanta, GA – Onsite/Hybrid

W2 Position

Reporting:
Yes

Incident Management:
Yes

Artificial Intelligence:
Yes

MS Office:
Yes

We are seeking an experienced Incident Manager with over 8+ years of ITSM experience, strong expertise in Service Now reporting and data analytics, and the ability to translate operational data into compelling business insights via presentations. The candidate should also have exposure to AI-driven capabilities.

• Manage the end-to-end incident lifecycle ensuring minimal business impact.
• Lead Major Incident bridges, coordinate with stakeholders, and drive quick resolutions.
• Conduct post-incident reviews (MIRs) and ensure corrective/preventive actions.
• Ensure SLA adherence and proper escalation management.
• Develop and maintain Service Now dashboards, reports, and KPIs.
• Perform trend analysis on incident volumes, categories, and recurring issues.
• Analyze metrics such as:
  Incident count, MTTR (Mean Time to Resolve),SLA compliance, Backlog trends
• Provide actionable insights to improve service performance.
• Create executive-level presentations using PowerPoint to communicate:
  Incident trends, Problem areas, Performance insights
• Convert complex incident data into clear, impactful stories for leadership.
• Use data visualization techniques (charts, graphs, dashboards) to highlight insights.
• Present findings in Weekly/Monthly/Quarterly Service Reviews.
• Tailor messaging for both technical teams and business stakeholders.
• Support AI-driven incident categorization and resolution recommendations.
• Identify opportunities for automation and process optimization.
• Collaborate with teams to improve incident prediction and prevention.
• Identify root causes and recurring issues through data analysis.
• Work with Problem Management to reduce incident recurrence.
• Drive initiatives for process improvements and automation adoption.

8+ years of experience in Incident Management / ITSM.

Experience in handling Major Incidents in enterprise environments.

8 Years of experience in Incident Management or ITSM Roles.

• Strong Understanding of Incident Lifecycle (Logging >> Categorization >> Prioritization >> Resolution >> Closure)
• Problem-solving under pressure.
• Documentation and Knowledge Management.

• Experience with maneuvering capabilities of Service Now
• Creating Reports (SLA Breaches, MTTR, Incident Trends)

• Data Visualization (Preparing PPT for reporting).

• Familiarity and hands on with ITIL Practices (especially Incident and Problem Management)
• Understanding of modules in Service Now such as Incident Management & Problem Management.

• Identify automation opportunities.
• Collaborate with AI/ML Teams
• Identify opportunities for AI implementation.

Strong decision-making under pressure.

Excellent communication and stakeholder management.

Ability to manage high-impact incidents calmly and effectively.

• ITIL Certification (v3/v4)
• Experience with Power BI/Tableau
• Exposure to cloud platforms (Azure/AWS)
• Key Performance Indicators (KPIs)
• MTTR (Mean Time to Resolve)
• SLA Compliance
• Incident reduction trends
• Quality of reporting & presentation
• Effectiveness of insights delivered to leadership
• Adoption of AI and automation initiatives

Years of

Experience:

12.00 Years of Experience