Senior Incident Manager
$100,000–$135,000 year
HybridPittsburgh, Pennsylvania, United States
Job Summary
Lead end-to-end response for high-impact P1 and P2 enterprise incidents, including intake, assessment, escalation, coordination, restoration, and post-incident follow-up. Facilitate major incident bridge calls, establish clear ownership, and drive cross-functional teams toward timely technical and business recovery while serving as the central coordination point for Technology Operations, Risk, Legal, Communications, and executive leadership. Prepare and deliver timely incident communications, executive updates, status summaries, and escalation notices. Ensure incidents are documented accurately in systems of record and enforce incident classification, prioritization, escalation, regulatory, audit, and governance requirements. Lead post-incident reviews, identify lessons learned, and partner with problem management teams to drive root cause remediation and recurrence prevention. Use incident metrics, trends, and service management data to improve response effectiveness, resilience, automation, and operational maturity. Support emergency change processes and promote ITIL-aligned service management practices in an Agile environment. Full-time, 40 hours per week, Monday through Friday, with mandatory first and second shift coverage between 7:00 AM and 8:00 PM. Hybrid work schedule requires onsite presence four days per week from designated hub locations.
Required Qualifications
- 5 or more years of experience in IT Service Management, Incident Management, IT Support, or a related discipline
- Proven experience leading major incident response in a complex enterprise environment
- Experience coordinating technical, business, risk, and executive stakeholders during high pressure operational events
- Strong written and verbal communication skills, including executive level incident communications
- Hands on experience with ServiceNow or an equivalent ITSM platform
- Knowledge of ITIL based incident, problem, change, escalation, and service management practices
- Experience navigating large corporate environments, preferably in a highly regulated industry such as financial services
- Must be able and willing to work onsite 4 days per week and remotely 1 day per week from one of the following hub locations: Pittsburgh, PA, Johnston, RI, Westwood, MA, Boston, MA, Iselin, NJ
- Must be available to support first and second shift coverage between 7:00 AM and 8:00 PM as business needs require
Desired Qualifications
- ITIL v3, ITIL 4, or equivalent service management certification
- Experience managing regulatory, cyber, operational risk, or enterprise impacting incidents
- Experience improving incident response through automation, observability, reporting, and process optimization
- Bachelor's degree in Computer Science, Business Administration, Management, Information Technology, or a related field
- Additional certifications in incident management, risk management, or service management
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.