Technology Incident Manager - Hybrid

Genesis
10 is currently seeking a Technology Incident Manager for a hybrid position with a Major Financial Institution located in Cleveland, OH, Albany, NY or Buffalo, NY. This is a 10+ month contract opportunity. Compensation: $50.00 - $56.00 per hour, W2, based on qualifications

Position Overview:

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.

Key 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 Primary 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 Desired skills:
Certifications in ITIL, incident management, or related disciplines Only candidates available and ready to work directly as Genesis
10 employees will be considered for this position. If you have the described qualifications and are interested in this exciting opportunity, please apply! Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis
10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis
10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals. For contract roles, Genesis
10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with Genesis
10:
Access to hundreds of clients, most who have been working with…