ITSM Incident Manager

Job Description

Job Description

Who we Are

Oncourse Home Solutions (OHS) is a people-centric, $450M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.7 million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.

As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water / gas / electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water / gas / electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don’t have to.

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and / or harassment.

Position Summary : We are seeking a skilled and experienced ITSM Incident Manager to oversee and manage the incident management process within our organization. The ideal candidate will have strong expertise in ITIL best practices, incident management tools, and a deep understanding of IT infrastructure and operations. You will play a key role in ensuring the timely resolution of IT service disruptions, maintaining continuous visibility and control over incidents, and working closely with internal teams and stakeholders to deliver high-quality solutions aligned with business needs.

This role is based in our Naperville, IL office. A regular in-office hybrid model (generally T-Th in office, M&F remote) is required, as our office environment is a key driver of our company culture and employee experience.

Responsibilities include but are not limited to :

• Lead and manage the incident management process to ensure timely resolution of IT service disruptions.
• Coordinate with various IT teams to identify, analyze, and resolve incidents.
• Develop and implement incident management policies and procedures.
• Monitor and report on incident trends and performance metrics.
• Ensure effective communication with stakeholders during incidents.
• Conduct post-incident reviews and root cause analysis.
• Maintain an incident management knowledge base.
• Train and mentor junior incident management staff.
• Collaborate with problem management to identify and address recurring issues.
• Ensure compliance with ITIL best practices and organizational standards.
• Manage major incidents and escalate as necessary.
• Develop and maintain incident response plans.
• Participate in change management processes to assess potential impacts on incident management.
• Provide regular updates to senior management on incident status and resolution efforts.
• Continuously improve the incident management process through feedback and lessons learned.

We are Excited if this is You

Experience and Qualifications for the Role :

Education :

Bachelor’s degree in Computer Science, Information Technology (or relevant experience) required

Computer Skills Needed to Perform this Job

Certificates, Licenses, Registrations

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing.  The base pay range for this position is USD Annual. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.

Our benefits include but are not limited to : healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Join our SUPER Team and Enjoy Amazing Benefits!

Competencies :

Action Oriented - Enjoys working hard; is action oriented and full of energy for the things that he / she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.

Dealing with Ambiguity - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things after moving on; can comfortably handle risk and uncertainty.

Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets firsthand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Timely Decision Making - Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision.

Peer Relationships - Can quickly find common ground and solve problems for the good of all; can represent his / her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.

Building Effective Teams - Blends people into teams when needed; creates strong morale and spirit in his / her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Communicate Effectively - Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect.