Incident Manager

Senior Service Management Specialist - Enterprise Incident Manager

Location & Work Arrangement

This position follows a hybrid work schedule. Candidates must be able and willing to work onsite 4 days per week and remotely 1 day per week from one of the following hub locations:

• Pittsburgh, PA
• Johnston, RI
• Westwood, MA
• Boston, MA
• Iselin, NJ

Remote work is not available for this position.

Work Schedule

• Full time, 40 hours per week
• Monday through Friday
• Must be available to support first and second shift coverage between 7:00 AM and 8:00 PM as business needs require.

Position Summary

The Senior Service Management Specialist leads enterprise incident management activities to ensure timely restoration of critical services and minimize business disruption, financial exposure, and reputational risk. This role coordinates high priority incident response across technology, business, risk, legal, communications, and executive stakeholders while maintaining strong governance, clear communication, and adherence to enterprise service management practices.

Key Responsibilities

• Lead end to end response for high impact P1 and P2 enterprise incidents, including intake, assessment, escalation, coordination, restoration, and post incident follow up.

• Facilitate major incident bridge calls, establish clear ownership, and drive cross functional teams toward timely technical and business recovery.

• Serve as the central coordination point for Technology Operations, Risk, Legal, Communications, executive leadership, and other key stakeholders.

• Prepare and deliver timely incident communications, executive updates, status summaries, and escalation notices.

• Ensure incidents are documented accurately in systems of record, including timelines, decisions, actions, impacts, and recovery milestones.

• Enforce incident classification, prioritization, escalation, regulatory, audit, and governance requirements.

• Lead post incident reviews, identify lessons learned, and partner with problem management teams to drive root cause remediation and recurrence prevention.

• Use incident metrics, trends, and service management data to improve response effectiveness, resilience, automation, and operational maturity.

• Support emergency change processes and promote ITIL aligned service management practices in an Agile, fast paced environment.

Required Qualifications

• 5 or more years of experience in IT Service Management, Incident Management, IT Support, or a related discipline.