Incident Manager

Incident Manager Job ID:

2610650

Location:

Colorado Springs, CO, United States Date Posted:

Mar 25, 2026

Category:

Information Technology Subcategory:

Sys Administrator Schedule:

Full-Time Shift:

Day Job Travel:

Yes

• 10% of the time

Minimum Clearance Required:

Secret Clearance Level Must Be Able to

Obtain:

TS/SCI Potential for

Remote Work:

On-Site Benefits:

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Job Description:

Incident Manager This is a full-time, on-site position based in Colorado Springs supporting the

NORAD & USNORTHCOM

mission. The Incident Manager is responsible for overseeing the entire lifecycle of IT incidents—from detection to resolution—ensuring minimal business disruption and operational continuity. This role requires rapid response, coordination across technical and business teams, and proactive process improvement to enhance service quality and prevent recurrence of issues. The Incident Manager is a critical player in aligning IT operations with business priorities, ensuring smooth performance within agreed-upon service levels. Core Responsibilities Incident Detection and Logging

• Proactively monitor systems to identify incidents through tools, user reports, or automated alerts. Ensure accurate and detailed logging of incidents for effective tracking, reporting, and trend analysis. Categorization and Prioritization
• Classify incidents based on severity, business impact, and urgency. Allocate resources effectively to address the most critical issues first. Coordination and Escalation
• Act as the central point of contact, coordinating cross-functional IT teams, stakeholders, and external vendors during incident resolution. Escalate unresolved or high-impact issues to senior management or specialized teams as needed. Resolution and Recovery
• Direct investigations to diagnose root causes and recommend solutions. Oversee the implementation of resolutions to restore normal service operations promptly. Communication and Stakeholder Management
• Keep internal and external stakeholders informed of the status, resolved timelines, and potential impacts. Provide regular incident updates and ensure documentation is clear and consistent. Post-Incident Review and Process Improvement
• Conduct incident post-mortems to identify the root cause, document lessons learned and provide recommendations for improvement. Refine incident management processes to enhance overall efficiency and prevent future occurrences. Proactive Planning and Risk Mitigation
• Identify potential risks or patterns of repeated incidents and determine preventive measures. Ensure compliance with SLAs and regulatory requirements while monitoring adherence to best practices in incident management. Collaborate with Problem and Change Management to minimize risks of recurring incidents and ensure changes are implemented responsibly. Continuous Improvement
• Drive the continuous improvement of the incident management process by analyzing trends, identifying inefficiencies, and implementing enhancements to ensure faster resolution times, improved coordination, and alignment with ITIL best practices.

Collaborate with cross-functional teams to refine workflows, update documentation, and integrate lessons learned from incidents into actionable process improvements to optimize service delivery and mission continuity.

Skills and Expertise Technical Knowledge:

Strong understanding of IT infrastructure, networks, applications, and cloud platforms. Familiarity with IT Service Management (ITSM) tools and frameworks, especially ITIL processes (certifications preferred).

Leadership and Decision-Making:

Ability to lead teams under pressure and make critical decisions in high-impact situations. Skilled at managing competing priorities and allocating resources to drive resolution efforts.

Communication Skills:

Exceptional verbal and written communication to interact with technical teams, leadership, and non-technical stakeholders. Ability to convey technical concepts in clear, business-focused language.

Analytical and Problem-Solving Skills:

Capable of performing trend analysis to identify systemic failure patterns. Strong root cause analysis and troubleshooting techniques to resolve issues efficiently.

Interpersonal Skills:

Adept at building relationships across teams and fostering effective collaboration. Highly empathetic to customer and client concerns during service disruptions. Qualifications  Qualifications Bachelor's degree in Computer Science, Information Technology, or a related field plus 5 years' experience or HS plus 8-10 years. Minimum of 3-5 years of experience in IT operations, incident, or problem management. ITIL certification required (Foundational v3/v4 or higher). Experience working with ITSM tools such as ServiceNow, JIRA, or Remedy. Previous experience in a fast-paced environment requiring rapid incident resolution capabilities is a plus. DoD Enterprise IT services in a COCOM is a plus ONSITE position Secret Level experience to start; able to obtain TS/SCI Target salary range: $80,001

• $120,000.

The estimate displayed represents the typical salary range for this position based on experience and other factors. Overview SAIC accepts applications on an ongoing basis and there is no deadline. SAIC is a premier Fortune 500 mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives. We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.5 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.

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