Incident Manager

Akkodis is seeking an Incident Manager for a contract position with our Fortune 500 banking client.

Rate: $60 - $65/hr W2. The rate may be negotiable based on experience, education, geographic location, and other factors.

Location: Richmond, VA - onsite 3 days a week

Details:

The Command Center is seeking a skilled and experienced Production Services Specialist to drive rapid resolution and stakeholder communications related to technology incidents. The ideal candidate will have a strong technical background, excellent communication skills, experience leading complex technical triage, and a proven ability to manage high-pressure situations. The primary responsibilities include leading the response to high-priority incidents, ensuring minimal disruption to services, and coordinating all necessary resources to resolve issues swiftly.

You will work in concert with global technology teams, monitoring critical systems, and communicating technology incident information to Senior Executives. The position operates closely with all global line-of-business and infrastructure domain functions and is key in the prevention or containment of business impacting technology incidents.

• Lead real-time incident response efforts for high-impact technology disruptions.
• Facilitate cross-functional bridge calls and coordinate resolution teams.
• Create and send stakeholder communications related to technology incidents.
• Assess incident severity, business impact, and root cause using monitoring tools and system logs.
• Provide timely, accurate updates to stakeholders and executive leadership
• Document incident timelines, actions taken, and resolution outcomes
• Ensure compliance with incident management policies and governance standards
• Collaborate with application owners, infrastructure teams, and support functions to restore services
• Drive post-incident reviews and contribute to continuous improvement initiatives
• Maintain readiness for 24/7 support and escalation protocols
• Proven experience in enterprise-level incident management or technology operations
• Strong understanding of IT service management (ITSM) principles and practices
• Proficiency with incident tracking and collaboration tools (e.g., Service Now, JIRA, Microsoft Teams)
• Ability to interpret technical data and communicate clearly to non-technical audiences
• Excellent verbal and written communication skills, including executive-level reporting
• Strong organizational skills and ability to manage multiple priorities under pressure
• Proficient in Microsoft 365 Suite (Excel, Word, PowerPoint, Outlook)
• ITIL Foundation Certification or equivalent
• Experience in financial services or other regulated industries
• Exposure to enterprise monitoring platforms and analytics tools
• Ability to lead cross-functional teams in a matrixed environment
• Comfortable working across time zones and supporting global operations
• High emotional intelligence and situational awareness during crisis events
• Passion for operational excellence and continuous improvement

Equal Opportunity Employer/Veterans/Disabled

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, an EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Disclaimer:
These benefit offerings do not apply to client-recruited jobs and jobs that are direct hires to a client.

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers