What are the responsibilities and job description for the Incident Manager_Wilmington, DE (Onsite/Hybrid)_FTE position at BURGEON IT SERVICES LLC?
Job Details
Job Title: Incident Manager
Location: Wilmington, DE (Onsite/Hybrid)
Job Type: Full-time
About the Role
We re looking for experienced incident managers with 3 years of experience to join our team. In this role, you will lead incident resolution, ensure effective communication, and drive improvements across the IT environment. You ll play a critical role in managing incidents and enhancing operational efficiency.
Key Responsibilities
Assess and validate major incidents based on business impact.
Lead troubleshooting bridge calls to resolve issues.
Document activities, discussions, and outcomes of major incidents.
Provide updates to leadership during incidents.
Generate and distribute after-action reports (AARs).
Recommend corrective actions for post-incident reviews.
Facilitate daily operations calls and consolidate reports on incidents, changes, and problems.
Support problem management activities, including root cause analysis and corrective actions.
Review and update Standard Operating Procedures (SOPs).
What We re Looking For
3 years of experience in incident management.
strong troubleshooting and problem-solving skills.
Excellent communication skills to interact with customers and end users.
Ability to work in flexible shifts.
Experience with incident documentation, reporting, and process improvements.
