Incident Manager, Senior

Job description

The Incident Manager, Senior leads major incident response activities across complex enterprise and federal IT environments. This role ensures rapid service restoration, coordinates technical and business stakeholders, and drives continual improvement across the incident lifecycle. The position requires strong ITIL 4 expertise, cross‑functional leadership, and the ability to manage high‑severity operational events in mission‑critical environments. Key Responsibilities: Major Incident Management: - Lead end‑to‑end response for high‑priority incidents, including triage, coordination, escalation, and service restoration. - Direct technical teams, vendors, and business stakeholders, establishing clear ownership of tasks and timelines. - Facilitate war rooms and ensure timely, accurate communications to leadership and impacted users. Service Restoration & Operations: - Drive restoration efforts based on business impact and mission outcomes. - Validate full-service recovery with service owners and mission stakeholders. - Coordinate all service dependencies (network, identity, cloud, infrastructure) during restoration. ITSM Governance & Process Integration: - Enforce incident classificati...