Incident Manager
US$120,000 – US$150,000 / yr base salary
Posted 7 Jul 2026
Advertised as “Principal Incident Manager”
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 5+ yrs
- Management level
- People management
- Employment
- Hybrid
| Base salary | US$120,000 – US$150,000 / yr |
|---|
CertificationsITIL
Field of studyBusiness Administration, Computer Science, Information Technology, Management (or related)
Study levelBachelor's
Principal 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 Principal Service Management Specialist provides strategic leadership across enterprise service management with a focus on incident management, operational resilience, governance, process maturity, and automation. This role partners with technology, business, risk, architecture, and engineering teams to strengthen service stability, accelerate service restoration, improve operational performance, and reduce recurring issues within a highly regulated environment.
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.
• Lead and mature enterprise service management practices across incident management, escalation, restoration, governance, and continuous improvement processes.
• Serve as a senior escalation point for high impact service issues, coordinating cross functional response efforts and ensuring timely, risk based decision making.
• Partner with engineering, architecture, operations, business, and risk stakeholders to design scalable service management solutions and improve service reliability.
• Drive process modernization through workflow optimization, automation, analytics, reporting, and ITSM platform enhancements, including ServiceNow.
• Translate complex technical issues into clear business impact assessments, executive communications, and actionable recovery plans.
• Ensure incident and service management activities align with enterprise policies, audit requirements, regulatory expectations, and operational risk frameworks.
• Lead post incident reviews, validate root causes and corrective actions, and partner with problem management teams to prevent recurring service disruptions.
• Define and monitor service management metrics, dashboards, and performance indicators to improve mean time to restore, process adherence, data quality, and overall service health.