IT Incident Manager (Third Shift) ID-2152

We are seeking an experienced IT Incident Manager to join our banking client. This is a critical role within Technology Operations, requiring a deep understanding of incident management processes and a commitment to restoring services for major IT systems as quickly as possible. The position operates primarily on third-shift hours, making it ideal for professionals who thrive in overnight or non-traditional schedules.

 

This group oversees high-priority incident calls, provides leadership during incident resolution efforts, and communicates key updates to stakeholders, including senior leadership.

 

Key Responsibilities:

* Act as the focal point for incident management, coordinating with internal teams based on incident priority levels.

* Lead major incident calls, ensuring adherence to the incident management process and timely restoration of services.

* Assess incidents using the client's priority matrix and escalate issues appropriately.

* Accurately document incidents within the ServiceNow platform.

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* Manage and distribute IT communications for active incidents to stakeholders and leadership.

* Ensure completeness and integrity of incident information, facilitating seamless handoffs and resolution tracking.

* Liaise with technical teams, support organizations, and business stakeholders to coordinate resolutions effectively.

* Execute day-to-day operations of the incident management process and ensure alignment with business objectives.

* Be available for on-call rotations every four weeks for weekend coverage and after-hours escalation.

 

 

Required Qualifications:

* Bachelor's degree in a related technical discipline or equivalent professional experience and training.

* Minimum 6 years of IT Incident Management or IT Operations experience in an enterprise environment.

* Proficiency with ServiceNow or similar service management tools.

* Experience with Excel for reporting, including using pivot tables to analyze and present incident data.

 

 

* Strong problem-solving, priority-setting, facilitation, and analytical skills.

* Demonstrated ability to manage high-pressure situations and think critically in time-sensitive scenarios.

* In-depth understanding of IT environments, including architecture layers such as business functionality, applications, and infrastructure operations.

* Excellent written and verbal communication skills with the ability to interact with all levels of an organization.

* Experience implementing and adhering to quality guidelines, standards, and procedures.

* Familiarity with SaaS products and ITIL-based service management practices.

* Strong understanding of incident reporting and metrics-driven improvement initiatives.

* Experience with ServiceNow for incident management and reporting.

* Experience with Excel for data analysis and reporting (e.g., pivot tables, CSV data manipulation).

 

 

Work Hours:

* Standard shift: 10:00 PM - 6:00 AM ET.

* On-call rotation every four weeks for Saturday-Sunday coverage (6:30 PM - 6:30 AM ET).

* On-call duties are limited to responding only when called.