Incident Manager

Incident Manager - Remote / Hybrid- Charlotte, NC

Pay Range: $50/HR - $54.33/HR
Job Summary
We are seeking an experienced Incident Manager to join our Run Support team. This role is responsible for managing and coordinating the response to high-impact application and infrastructure incidents across enterprise landscape.
The Incident Manager ensures quick resolution, accurate stakeholder communication, and strong post-incident follow-up to minimize business disruption and improve resilience. This position partners closely with support engineers, DevOps/SRE, QA, Product, and leadership to ensure incidents are handled effectively, lessons learned are applied, and operational excellence is maintained.

Key Responsibilities
Incident Management

• Lead the response to major incidents, coordinating cross-functional teams.
• Own the incident lifecycle: detection, triage, escalation, resolution, and closure.
• Act as the primary point of contact during high-severity incidents.
• Ensure accurate incident categorization and prioritization.

Communication & Coordination

• Provide timely and clear updates to stakeholders, leadership, and impacted business units.
• Act as the bridge between technical teams and business stakeholders.
• Deliver concise status reporting and facilitate post-mortem reviews.
• Align communications with the Run Support Communication Playbook.

Process & Continuous Improvement

• Drive root cause analysis (RCA) and follow-up corrective actions.
• Partner with engineering and support teams to address recurring issues.
• Maintain and improve incident management processes, escalation paths, and playbooks.
• Identify opportunities for automation, monitoring, and process improvements.

Reporting & Metrics

• Track and report on incident volume, MTTR, SLA adherence, and recurrence trends.
• Deliver regular metrics and insights to leadership.
• Contribute to quarterly reviews of incident handling effectiveness.

Leadership

• Coach and mentor support staff on effective incident management practices.
• Foster a culture of accountability, transparency, and continuous improvement.
• Participate in on-call rotation as the designated Incident Commander.
  

Core Competencies

• Strong leadership and facilitation skills.
• Excellent analytical and problem-solving approach.
• Customer-first mindset with focus on minimizing business impact.
• Ability to remain calm and decisive in high-pressure situations.
• Effective communicator across both technical and business audiences.
  

Professional Experience & Education
Required:

• 4+ years of experience in IT Operations, Application Support, or Incident Management.
• Proven track record leading major incidents in enterprise environments.
• Familiarity with ticketing systems (Helix) and monitoring tools (Splunk, Dynatrace, Zabbix, AlertBot).
• Strong communication and stakeholder management skills.
• Solid understanding of ITIL processes (Incident, Problem, Change).

Preferred:

• Bachelor's degree in computer science, Information Technology, or related field (or equivalent experience).
• Certifications such as ITIL Intermediate/Expert, PMP, or Certified Incident Manager.
• Experience working with DevOps/SRE teams and distributed systems.
• Experience in regulated or large-scale enterprise environments.
  
  

Our benefits package includes:

• Comprehensive medical benefits
• Competitive pay
• 401(k) retirement plan
• …and much more!
  

About INSPYR Solutions
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.




 

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