Lead Incident Manager

Join Triumph!

At Triumph, our vision is a world where freight transactions are accurate and seamless on the most modern and secure freight transaction network. That’s why we’re looking for passionate, innovative, solutions-oriented people to join our team. We thrive on providing exceptional customer service and we look for team members with an entrepreneurial spirit and a passion to build successful partnerships with our clients. Because at the end of the day our goal is to help our partners businesses run better.

Role Summary:

Are you the calm in the storm and the leader everyone turns to when it matters most? As our Lead Incident Manager, you’ll take charge during critical IT incidents—restoring services quickly, protecting business operations, and keeping stakeholders informed every step of the way. You’ll use your ITIL expertise and technical know-how to drive resolutions, prevent r

Day in the Life:

You’ll start your day monitoring service health and reviewing any overnight escalations. When a major incident hits, you’ll lead the bridge call, coordinate technical teams across cloud, network, and application areas, and keep executives and other leaders in IT and Product updated in real time. Between incidents, you’ll analyze root causes, deliver insightful reports, enhance processes, and mentor your team so we’re ready for the next challenge. You’ll also take a proactive approach in working to socialize major incident management service to the lines of business.

What You’ll Be Doing:

• Lead end-to-end major incident response, ensuring business services are restored within SLAs.
• Drive incident bridge calls, facilitating clear communication across technical teams and leadership.
• Analyze and document incident details, assign priorities, and track remediation actions.
• Conduct post-incident root cause analysis (RCA) sessions and manage follow-up activities.
• Proactively identify and resolve potential IT issues before they impact customers.
• Develop and deliver training on incident and problem management best practices.
• Prepare and present monthly incident, risk, and service performance reports.
• Partner with IT service management functions for an integrated, “one-team” approach.
• Participate in on-call rotation for 24x7 coverage.
  
  

What Makes You a Great Fit:

• Bachelor’s degree in IT, Engineering, or related field.
• 7 years in major incident/problem management, with strong ITIL process knowledge.
• ITIL Foundations v4 Certification preferred.
• Experience with ITSM tools (ServiceNow, Freshservice, Jira Service Management, etc.).
• Broad technical understanding of cloud (Azure/AWS), networks, databases, and enterprise infrastructure.
• Excellent verbal and written communication skills with the ability to influence at all levels.
• Calm, decisive, and confident under pressure.
• Strong organizational skills and a proactive, solutions-driven approach.
  
  

Call to Action:

Apply now and take the next step in your career. We’re excited to meet you!

Work Environment

The work environment characteristics described here maybe encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
• Ability to work in a confined area.
• Ability to sit at a computer terminal for an extended period of time. Occasional stooping or kneeling may be necessary.
• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer keyboard and telephone.
• Specific vision abilities are required by this job due to computer work.
• Light to moderate lifting is required.
• Regular, predictable attendance is required.
• Add any travel or other physical requirements, as needed
  
  

We offer Medical, Dental, Vision, Paid Time Off, 401k and much more.

Go on. Do it. Apply Today!