Incident Manager

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Job Title: Incident Manager
Job Type: Contract
Location: Remote

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).

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Equal Employment Opportunity Statement
Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.