Sr Incident Manager (REMOTE)

Job Description

• Lead the incident management lifecycle from detection to resolution
• Facilitate incident response calls, ensuring: o The right teams are engaged o Clear ownership and escalation o Accurate, real‑time communication
• Use AI prompts and tools during incident calls to: o Capture timelines, actions, decisions, and impact o Improve data quality and reporting
• Provide ongoing status updates to stakeholders and leadership during incidents
• Coordinate with IT teams, business partners, and vendors to resolve issues quickly
• Conduct post‑incident reviews, documenting lessons learned and action items
• Analyze incident trends and drive improvements to prevent recurrence
• Create and present incident reports and metrics to senior leadership
• Mentor and support incident management team members
• Participate in scheduled overnight on‑call support during assigned weeks 45-51/hr We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day.

We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.

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https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements

• 5+ years of experience in incident management, IT service management, or a closely related field
• Hands‑on experience leading live incidents in a large, complex enterprise environment
• Strong understanding of IT infrastructure, applications, and service operations
• Proven ability to lead high‑pressure incident calls and drive teams to resolution
• Experience with incident management tools (e.g., ServiceNow, Jira, or similar)
• Excellent communication and stakeholder management skills (technical and non‑technical audiences)
• Strong problem‑solving and root cause analysis skills
• Ability to analyze incident data and trends to reduce repeat incidents
• Willingness to participate in on‑call rotation o One week every six weeks o 6:00 PM - 6:00 AM
• Ability to develop and implement AI prompts to capture and structure incident information during live incident calls Bachelor's degree in IT, Business, or a related field (or equivalent experience)
• ITIL certification
• Advanced certifications such as CISM, CISSP, or crisis management credentials
• Experience building or improving incident response frameworks or crisis playbooks
• Prior people‑leadership or mentoring experience
• Experience creating dashboards, KPIs, or executive‑level reporting
• Master's degree in a related field Exposure to automation or AI‑enabled incident management beyond basic tooling