Incident Manager

Description:

JSR Tech Consulting is seeking a skilled Incident Manager to support a prominent financial services client by joining their Incident Management team within the Operations Control Center (OCC). This role is fully remote and offers a contract engagement with right-to-hire potential. The OCC oversees enterprise-wide functions such as Incident, Problem, Event, and Change Management.

The Incident Manager will work across various technical and operations teams, taking ownership of complex and high-priority enterprise IT incidents. This position is pivotal in coordinating real-time responses, conducting thorough root cause analysis, and ensuring continuous service improvement. The ideal candidate will have a strong IT infrastructure background, excellent analytical capabilities, and solid communication skills to interact with technical and executive stakeholders alike.

Key Responsibilities:

• Lead root cause analysis for critical IT incidents, identifying corrective and preventative actions.

• Coordinate cross-functional response teams through conference calls and virtual tools.

• Maintain thorough documentation of business impact and action plans.

• Draft and contribute to executive-level communication and incident documentation.

• Exercise sound judgment in assessing risk and escalating incidents appropriately.

• Participate in major incident review and post-mortem meetings.

• Analyze incident and problem trends and suggest proactive improvements.

• Support OCC process improvements using Agile frameworks.

Qualifications:

• Bachelor's degree in a technology-related field or equivalent professional experience.

• 5–7 years of experience in application, infrastructure, technology risk, or IT controls.

• Strong communication, analytical, writing, and problem-solving abilities.

• Practical understanding of infrastructure components, cloud technologies, application architecture, and cybersecurity tools.

• Ability to translate complex technical language for non-technical audiences.

• Demonstrated ability to manage multiple competing priorities effectively.

• Familiarity with ITIL frameworks (Foundation level ITIL v3 or above preferred).

• Experience with service management metrics and continuous improvement strategies.

• Knowledge of Agile methodologies is a plus.

• Familiarity with service management tools such as ServiceNow, Jira, and Dynatrace is a strong advantage.