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Incident Manager
Job
AspireIT Solutions
San Antonio, TX (In Person)
Full-Time
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Job Description
Incident Manager We are seeking an experienced Incident Manager to lead IT incident response, ensure operational continuity, and manage escalations across cross-functional teams. The ideal candidate combines strong incident command, stakeholder communication, and operational leadership with practical technical awareness. Key Responsibilities Serve as incident commander for major incidents and outages; coordinate response until resolution Oversee daily operational activities to maintain service continuity Manage staff performance and support team productivity Handle escalations, prioritize tasks, and resolve conflicts effectively Provide clear, timely updates on incident impact, timelines, and resolution status Coordinate across support teams (infra, network, security, apps) to drive closure Monitor dashboards (Grafana, ServiceNow) to track operational health Maintain accurate documentation and incident records in ServiceNow Ensure adherence to operational policies, compliance standards, and ITIL practices Identify recurring issues and contribute to problem management Required Skills 6-8 years of experience in incident management, operations, or service delivery Strong understanding of ITIL Incident and Major Incident Management practices Proven incident command and stakeholder management experience Excellent written and verbal communication skills Analytical thinking and structured troubleshooting approach Ability to work under pressure, prioritize, and make decisions Cross-team coordination and conflict resolution Basic understanding of security concepts (encryption, firewalls, threat modeling) Technical Skills Network protocols: