Incident Manager

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  • Location: Herndon, VA
  • Type: Contract
  • Job #9022

Job Type: Contract   
Expectation: Remote


  • The primary purpose of the Incident Manager role is to ensure that impacting incidents are managed effectively and professionally, resulting in the restoration of normal service quickly, efficiently and with minimal impact to customer service.
  • Execution of the enterprise Incident Management process, including management of incident queues, escalation as required to ensure that incidents are being resolved timely.
  • Responsible for Global facilitation and response of all major incidents impacting mission critical business Applications and Infrastructure Services on a 24/7/365 basis.
  • Conduct continuous process improvement for the Incident Management Life Cycle and Incident Post Mortem process
  • Apply advanced technical knowledge to operate one or more technology areas (e.g. server administration, technical security management, performance management) or customer groups that are critical or high-risk.
  • Work with team members to facilitate the solution of complex problems with information technology software and hardware.
  • Handling the incident communications for all high priority incidents. Utilizing escalation tools to facilitate client communications of these incidents.
  • Verification of Major Incident notification messages to ensure completeness & correctness of the information being sent to the customer.
  • Experience with incident/problem management tool set
  • Maintaining incident logs and processing incident reports for review with upper management
  • Developing/maintaining technical and process documents for the Incident Management Team.
  • Ability to handle and perform in stressful situations.
  • Collaboration with Service Desk Agents who work closely with the incident management staff.
  • Participate in Quarterly Disaster recovery exercises on weekends as the assigned incident manager.
  • Update the incident reporting systems with resolution information, liaise with problem management on detection of potential trends.
  • Establish relationships within the organization being able to fully support any critical incident as required during high-profile events within the organization.
  • On Call responsibilities
  • To manage Incidents 24X7 and ensure minimal disruption to the service.
  • Flexible work schedule

Problem Management:

  • Engage with and assist the Problem Management team during Problem Investigations
  • Proactively and reactively, look for solutions to prevent problems from occurring in team/technology area.

Change Management/Implementation:

  • Independently review, implement, and verify changes/solutions of high complexity and risk to meet customer and/or trade/IT infrastructure needs.
  • May participate in a Change Advisory Board.

Customer Relationship Management:

  • Becoming a trusted advisor to the customer.


  • Work as part of a team, which may be virtual, global, and/or multi-functional.
  • Lead teams which address operational processes and policies in work area.
  • Seen as a resource to the team in one or more technical or business areas.
  • Becoming a trusted advisor inside and outside the team/technology area.

Knowledge and Skills Required:

  • Bachelor’s degree in Computer Science, Engineering, Business, or related field or equivalent work experience.
  • Often holds entry-level certification(s) in work field.
  • May hold intermediate-level certification(s) in work field.
  • ITIL Foundations Certification
  • Typically 3-5+ years of relevant experience.
  • (strong) understanding of technology in direct responsibility.
  • (strong) Customer Service.
  • (strong) understanding of IT Service Management tools (Remedy, JIRA, Service Now)
  • (strong) understanding of event management activities. Having prior experience with different event management tools (i.e. Operations Bridge Manager)
  • (developing) understanding of other technology sub-areas.
  • General understanding of related technologies.
  • General Project Management.
  • (developing) Influencing Others.
  • (developing) Customer/Vendor Management.
  • (developing) Business Analysis.
  • Proficient with MS Office: Word, Excel, Outlook, PowerPoint
  • Critical thinking skills
  • Professional communication skills both written and verbal.

Work Requirements: 
Due to client requirements, applicants must be willing and able to work on a W2 basis. For our W2 consultants, we offer a great benefits package that includes medical/dental/vision benefits, 401(k) with company matching, and life insurance.

About us:
Established in 1998, Ntelicor provides hard to find IT talent and flexible staffing and IT solutions to Fortune 50 and companies of all sizes. We dedicate ourselves to our clients’ unique needs and rapidly and efficiently deploy our specialists and solutions. As our team continues to grow, we look forward to providing our clients and our people with extraordinary value and service for years to come.

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