Incident Manager

About Us

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.

Over 17,000 Organizations Worldwide Rely On SHI’s Concierge Approach To Help Them Solve What’s Next. But The Heartbeat Of SHI Is Our Employees – All 7,000 Of Them. If You Join Our Team, You’ll Enjoy

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
• Continuous professional growth and leadership opportunities.
• Health, wellness, and financial benefits to offer peace of mind to you and your family.
• World-class facilities and the technology you need to thrive – in our offices or yours.
  
  

Job Summary

The Incident Manager is responsible for the end-to-end management of IT incidents, with a focus on Major Incident response, documentation, and post-incident governance. This role ensures timely resolution, minimal business disruption, and consistent communication across stakeholders with the focus being service restoration and low MTTR. Using ITIL best practices, the Incident Manager drives service restoration, leads Post-Incident Reviews (PIRs), and contributes to continuous improvement initiatives across the Incident and Problem Management lifecycle.

Role Description

• Real-Time Incident Documentation & Data Capture: Ensure accurate and timely recording of all incident-related information during live events.
• Document incident timelines, actions taken, and decisions made in real time.
• Capture technical details, impact analysis, and escalation paths.
• Maintain centralized records in ITSM tools for compliance and audit readiness.
• Complete, accurate, and accessible incident logs that support transparency and future analysis.
• Major Incident Management: Lead and coordinate resolution efforts for high-impact incidents.
• Act as the primary point of control during major incidents.
• Drive incident triage, root cause identification, and resolution prioritization.
• Ensure adherence to SLAs and minimize business disruption.
• Efficient restoration of services with minimal downtime and clear accountability.
• Post-Incident Review (PIR) Execution: Analyze incidents post-resolution to identify lessons learned and prevent recurrence.
• Facilitate structured PIR meetings with technical teams and stakeholders.
• Document findings, root cause analysis, and improvement actions.
• Track and ensure closure of corrective measures.
• Stakeholder Collaboration & Communication: Maintain clear, timely, and effective communication throughout the incident lifecycle.
• Provide regular updates to business and technical stakeholders.
• Manage expectations and ensure transparency during critical events.
• Coordinate across teams (IT, business units, vendors) for swift resolution.
• Process Improvement & Governance: Enhance incident management frameworks and ensure compliance with organizational standards.
• Identify gaps and inefficiencies in current processes.
• Recommend and implement best practices aligned with ITIL or organizational policies.
• Monitor adherence to governance standards and audit requirements.
  

Behaviors and Competencies

• Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
• Relationship Building: Can identify opportunities for collaboration, propose strategies for effective communication, and build relationships without explicit instructions.
• Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
• Collaboration: Can actively participate in team discussions, respect differing opinions, and collaborate with others to achieve common goals.
• Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
• Business Acumen: Can analyze financial and operational data to make informed decisions.
• Conflict Resolution: Can mediate conflicts between individuals.
• Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
• Adaptability: Can adjust to changes in the work environment, manage multiple tasks, and effectively handle uncertainty.
  
  

Skill Level Requirements

• Ability to oversee and direct projects to completion, ensuring goals are met, resources are utilized efficiently, and stakeholders are satisfied - Basic
• Ability to effectively communicate information and ideas to an audience - Basic
• Ability to examine, clean, transform, and model data to discover useful information, draw conclusions, and support decision-making - Basic
  
  

Other Requirements

• ITIL Foundation or higher certification.
• 5 or more years of experience in a 24x7 global support environment.
• Familiarity with monitoring, event correlation, and alerting platforms (e.g., OnSolve).
• Experience engaging with executive leadership and external clients during critical incidents.
  
  

The estimated annual pay range for this position is $80,000 - $125,000 which includes a base salary. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status