Job Description
Role Summary
The Incident Minder is responsible for moving incidents efficiently from opening to closure. This role focuses on coordination, communication and operational follow-through during active incidents. The goal is to ensure incidents are handled consistently, updates are timely and no issues stall due to lack of ownership.
This role supports customer trust by ensuring predictable and disciplined incident handling during high-volume periods.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
Key Responsibilities
• Own the lifecycle management of assigned incidents from open to closed
• Ensure timely updates in Incident IO and associated communication channels
• Proactively follow up with engineering and support teams for status updates
• Confirm clear ownership for every active incident
• Maintain incident documentation accuracy and completeness
• Escalate stalled or aging incidents appropriately
• Ensure incidents meet defined closure criteria before resolution
• Support handoff of closed incidents to Post-Incident Learning team
What Success Looks Like
• Incidents move cleanly through lifecycle stages
• Reduced backlog of aging or stalled incidents
• Consistent and timely updates across time zones
• Clear documentation within Incident IO
• Strong coordination across engineering, support and product teams
Qualifications
• Experience in incident management, technical support or operations
• Comfortable coordinating across technical teams
• Strong written communication skills
• Ability to manage multiple concurrent workstreams
• Familiarity with tools such as Incident IO, Jira, Slack or similar platforms
• Able to work independently within defined process guidelines
Nice to Have Skills & Experience
Ideal Profile
• Process-oriented and detail-driven
• Calm and structured in high-volume environments
• Comfortable pushing for updates and accountability
• Able to operate effectively across time zones
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.