What are the responsibilities and job description for the Incident Manager position at CoreVia Staffing?
🚨 W2 Hiring: Incident Manager | Cincinnati, OH | Onsite
📍 Location: Cincinnati, OH
🏢 Work Model: 100% Onsite — 5 days/week
💼 Visa : Any visa that can work on W2 and OPT are also Accepted on W2 Only
We are looking for an experienced Incident Manager to establish and lead dedicated Major Incident Management (MIM) for a critical Point of Sale (POS) solution.
This is a hands-on leadership role focused on building a mature, ServiceNow-driven Major Incident Management practice, with accountability for P1/P2 incident command, evidence-based PIR/RCA governance, executive communications, and operational improvements.
🔹 Key Requirements
- 10 years of experience leading enterprise Major Incident Management (P1/P2)
- Strong experience with incident triage, escalation, war rooms, executive communications, and service restoration
- Proven track record building/maturing ITSM programs using ServiceNow
- Experience with Incident, Major Incident, Problem & Change Management
- Strong background in 24x7 IT Ops/NOC/ITOC operating models
- Ability to coordinate across Infrastructure, Applications, Network, Security, SRE, Engineering, and vendors
- Strong Root Cause Analysis (RCA) and evidence-based problem-solving skills
- Hands-on experience with ServiceNow, JIRA, Kibana, Splunk, Grafana, and/or Dynatrace
- Experience developing MIM KPIs, MTTR, SLA, change success, recurrence, and escalation reporting
- Strong executive communication skills for MBR/QBR and C-suite audiences
- Willingness to participate in weekend/holiday rotations and after-hours Major Incident bridges
🔹 What You’ll Do
- Act as the Enterprise Incident Commander for P1/P2 incidents
- Lead war rooms, triage, decision-making, stakeholder communications, and service restoration
- Own and mature the Major Incident Management framework
- Establish severity models, escalation protocols, communication templates, and PIR/RCA processes
- Lead evidence-based Post-Incident Reviews
- Connect PIR outcomes to actionable Problem Management records with owners, due dates, and closure evidence
- Build leadership dashboards and executive-ready incident reporting
- Partner with SRE/Observability teams on alert correlation, noise reduction, and early detection
- Improve service readiness by validating ownership, dependencies, escalation paths, and support models
🔹 Preferred
- Point of Sale (POS) / retail / store systems experience
- Retail or omnichannel commerce background
- Experience with eCommerce or supply chain environments
- Exposure to cloud, containers, and microservices
- ITIL Foundation certification or equivalent experience