Incident Manager

Job Description

The Incident Manager is responsible for coordinating the resolution of technology and application-related incidents, ensuring the right support teams are engaged and issues are addressed efficiently. This role serves as the central point of communication during incidents, leading bridge calls, coordinating stakeholders, and driving issues through resolution. While not expected to be hands-on technical, the individual should have enough understanding of Unix/Linux environments and application support processes to effectively manage incidents and communicate with technical teams.

Experience with ITIL-based incident management practices is required.

• Monitor and manage production incidents impacting applications, infrastructure, or business services.
• Lead incident bridge calls and coordinate troubleshooting efforts across support teams (Unix/Linux, Windows, Network, Database, Application Support, etc.).
• Ensure the right technical teams are engaged and escalations occur when needed.
• Provide timely updates to stakeholders, management, and business users during incidents.
• Track incident progress and drive teams toward resolution and service restoration.
• Manage major incidents (P1/P2) from detection through closure.
• Coordinate post-incident reviews (RCA/Post-Mortem) and ensure action items are documented and assigned.
• Monitor incident trends and identify recurring issues.
• Maintain incident records and reporting within ITSM tools such as Remedy or Service Now.
• Support change management and problem management processes to reduce future incidents.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to  learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

• Strong communication and stakeholder management skills.
• Experience coordinating multiple technical teams simultaneously.
• Knowledge of incident management processes (ITIL preferred).
• Experience with ITSM tools such as Remedy or Service Now.
• Ability to remain calm and organized during high-severity outages.
• Understanding of infrastructure and application support environments