Incident Commander

Incident Management Analyst / Incident Commander for a top enterprise technology client. This individual will serve as a central coordinator during critical technology incidents, ensuring the right teams are engaged, communications are delivered effectively, and restoration efforts remain organized and efficient. The ideal candidate has a strong background in incident management, thrives in high-pressure situations, and possesses exceptional communication skills capable of translating complex technical issues into business-friendly updates.

This role is highly visible within the organization and requires someone who can confidently facilitate bridge calls, manage incident documentation, track key performance metrics, and proactively monitor enterprise systems for potential disruptions. The successful candidate will leverage modern tools such as ServiceNow, Microsoft Teams, AI-assisted monitoring solutions, and Confluence to drive operational excellence while continuously identifying opportunities for process improvement. This is an excellent opportunity for a proactive IT operations professional looking to make a measurable impact on service reliability, incident response effectiveness, and overall business continuity.

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• 3+ years of incident management experience
○ Initiative and leading incident bridge calls/managing communications (written/spoken/documentation)
• Ability to work under pressure during high-visibility incidents involving executive leadership teams
• Prior experience working in a metric based role - incident response time and reporting
Experience in monitoring and evaluating dashboards while using AI to identify root cause

• Big Panda/Grafana
• Working cross functional with helpdesk/internal tech teams
• PowerBI dashboard exposure
Experience utilizing Microsoft Copilot or Chat GPT for documentation and analysis

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.