What are the responsibilities and job description for the Incident Manager/ Coordinator position at AgreeYa Solutions?
Position Title: Incident Manager/ Coordinator
Location: Columbus, OH
Role Overview
We are seeking a (Incident Manager) to lead and manage high-severity IT incidents (P1/P2) across enterprise systems. This role acts as the central command during outages, ensuring rapid triage, clear communication, and timely resolution while engaging cross-functional technical teams.
Key Responsibilities
- Lead Major Incident bridge calls and drive real-time resolution across teams
- Coordinate end-to-end incident triage, escalation, and recovery
- Provide clear, concise updates to business stakeholders and leadership
- Own and facilitate Root Cause Analysis (RCA) and post-incident reviews
- Monitor service health and ensure timely response to outages/performance issues
- Support Disaster Recovery (DR) exercises and readiness activities
- Prepare Start-of-Day (SOD) reports and lead daily readiness meetings
- Ensure proper documentation and tracking of incidents within ITSM tools
Basic Qualifications
- 3 years of experience in Incident Management / IT Operations
- Strong understanding of incident lifecycle & escalation processes
- Experience working in high-pressure, fast-paced environments
- Excellent verbal and written communication skills