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Incident Management Manager

Spectraforce Technologies
United States, North Carolina, Raleigh
500 West Peace Street (Show on map)
Jun 04, 2025
Job Title: Incident Management Manager Location: 100% Remote Duration: 6+ Months (Temp to Perm Hire) Job Description: We are looking for a Service Management Specialist to join our Incident Management team within the Operations Control Center (OCC). The OCC is the organizational unit responsible for Incident, Problem, Event, and Change functions. The Service Management Specialist will work with technical and operations contacts across the enterprise on the highest priority enterprise technology incidents. The ideal candidate is highly skilled in facilitating direct cause analysis and managing restoration of services with an enterprise technology focus. Preferred Skills: Major incident experience is a big plus. Understanding of ticketing systems (esp. ServiceNow). Strong under pressure, organized, responsive, proactive. Nice to Have (Not Required): Automation experience (Python, PowerShell). Familiarity with ITIL framework. Soft Skills: Can handle fast-paced environments. Strong communication and ownership. Can multitask and prioritize well under pressure. Here is What You Can Expect on a Typical Day: Incident report tool experience (ServiceNow) Leverage diverse ideas, experiences, thoughts and perspectives to the benefit of the organization?? Experience with agile development methodologies Knowledge of business concepts tools and processes that are needed for making sound decisions in the context of the company's business Ability to learn new skills and knowledge on an on-going basis through self-initiative and tackling challenges Excellent problem solving, communication and collaboration skills Proven experience working in application or infrastructure related technology roles, technology risk, or controls functions Practical understanding of technology stacks including cloud services and core infrastructure components (including network, application architecture, and security tools) Ability to translate technical concepts to non-technical audiences Ability to influence outcomes and results in situations where technical decisions are owned by various others Demonstrated prioritization skills when managing multiple competing priorities Understanding of ITIL principles (ITIL v3 or above Foundations a plus) Ability to gather and report on metrics for use in Service Management or continuous improvement.