Incident Manager, Junior

Position Overview The Incident Manager oversees the end-to-end lifecycle of IT incidents in an enterprise environment, ensuring rapid restoration of normal service with minimal disruption to mission-critical systems. The role coordinates cross-functional technical teams, stakeholders, and vendors to triage, prioritize, and resolve incidents based on impact and urgency, while maintaining governance for incident logging, categorization, escalation, and communications within IT service management processes. The Incident Manager also drives continuous improvement by analyzing incident trends, facilitating root-cause reviews, and recommending enhancements to incident workflows, tooling, and reporting in a highly regulated federal IT environment. Key Responsibilities + Lead coordination of incident response across infrastructure, application, security, and service desk teams using structured incident management workflows and ITIL -aligned practices. + Monitor incident queues, service-level performance, and priority matrices to ensure timely resolution of high-impact incidents and high-visibility service requests. + Administer and optimize IT service management ( ITSM ) platforms such as ServiceNow to support consistent incident recording, routing, escalation, and knowledge capture. + Conduct post-incident reviews to identify root causes, define corrective and preventive actions, and integrate lessons learned into problem and change management processes. + Develop and maintain incident management runbooks, communication templates, and escalation paths for mission-critical systems, ensuring clarity of roles and expectations during major events. + Interface with business stakeholders and leadership to provide clear incident progress updates, impact assessments, recovery timelines, and post-incident reporting. + Analyze incident trend and performance metrics to recommend process, automation, and monitoring improvements that reduce recurrence and downtime. + Apply ITIL Incident Management best practices to ensure standardization, compliance, and continual service improvement across the enterprise incident-management lifecycle. Required Qualifications + Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent relevant work experience. + 1-3 years of experience in IT operations, service desk, incident coordination, or related IT service management roles in enterprise or government en To view full details and how to apply, please login or create a Job Seeker account