Incident Commander

Description
The company is rapidly scaling its enterprise escalation and incident management capability and is seeking three elite-level Incident Commanders to lead its most critical technology incidents. This is not a developing or mid-level role - these are battle-tested leaders who have run major incident calls at large-scale enterprise environments and can direct hundreds of engineers under pressure without losing situational awareness or decision-making clarity. The Incident Commander owns the room. They make rapid, high-stakes decisions, direct resources in real time, and serve as the primary voice to leadership and stakeholders during enterprise-level outages and crises. This role is being built to operate at the highest level of The IT escalation function, with direct visibility to the CIO and executive leadership.
How You'll Spend Your Time
Command & Real-Time Decision Making
You'll lead major incident calls from start to resolution - running the room, directing large groups of engineers and technical teams, and making rapid decisions under pressure with incomplete information. When an enterprise-level outage hits, you're the person everyone looks to. You assess the situation, cut through the noise, and drive the response forward without hesitation.
Situation Assessment & Operational Control
You'll continuously evaluate the current state of an incident - validating information, identifying gaps, and ensuring the response is focused on the right problems. You maintain operational control throughout the incident lifecycle, coordinating across IT domains and escalating to peer directors or executive leadership when the situation demands it.
Resource Direction & Cross-IT Coordination
You'll direct resources and personnel in real time - determining who needs to be on the call, who needs to be paged, and where engineering effort should be focused at any given moment. You'll coordinate across multiple IT teams simultaneously, cutting through organizational complexity to drive unified response.
Executive Communication & Stakeholder Management
You'll serve as the primary spokesperson during major incidents - communicating clearly and confidently to senior leadership, the CIO, and other executive stakeholders. Your ability to translate technical chaos into clear, business-focused situational updates is as important as your ability to run the technical response.
Post-Incident Leadership & Continuous Improvement
Following major incidents you'll lead or contribute to post-incident reviews - assessing response effectiveness, identifying systemic gaps, and driving recommendations that prevent recurrence. You'll also contribute to the ongoing development of the enterprise escalation function as it scales.
Immediate Priorities - First 90 Days:
-Integrate into The company enterprise escalation model and establish command presence - demonstrating the ability to run major incident calls independently from day one without coaching on process or protocol
-Build working relationships with key engineering leads, IT directors, and executive stakeholders across the organization so that when an incident hits, you already know who to call and how to move them
-Contribute to the development and refinement of the enterprise escalation operating model as the team scales from its current state to full 24/7 coverage capacity
Ongoing Responsibilities:
-Lead enterprise-level major incident calls - running the room, directing engineers, and driving resolution for the most complex, highest-impact outages across The company technology environment
-Make rapid, high-stakes decisions during active incidents with incomplete information and significant business pressure
-Maintain situational awareness across multiple concurrent workstreams during complex incidents - knowing what's happening, what's not happening, and what needs to change
-Direct Incident Managers and support staff during incidents - delegating task tracking, documentation, and coordination responsibilities so you can stay focused on command
-Serve as primary communicator to leadership and executive stakeholders during major incidents - providing clear, accurate, business-focused updates under pressure
-Coordinate with peer directors and executive leadership when incident severity demands escalation beyond the team
-Lead post-incident reviews for major events - assessing response effectiveness and driving systemic improvements
-Contribute to AI prompt automation initiatives that capture incident data, generate executive summaries, and support post-incident review generation
-Support the design and deployment of early-warning systems that correlate signals across PagerDuty, ServiceNow, Grafana, Slack, and Microsoft Teams to identify potential outages proactively
-Operate on a rotating 12-hour shift schedule (6am-6pm / 6pm-6am) with day/night rotation approximately every two weeks
Skills
Incident management, Incident response
Top Skills Details
Incident management,Incident response
Additional Skills & Qualifications
Required:
Extensive experience running major incident calls at large-scale enterprise environments - you have directed hundreds of engineers on a single call and done it more times than you can count
Proven ability to make rapid, high-stakes decisions under pressure with incomplete information and significant business impact on the line
Strong situational awareness - the ability to track multiple concurrent workstreams, identify what's missing, and redirect resources in real time
Deep understanding of ITIL incident management frameworks and enterprise escalation best practices
Executive-level communication skills - able to translate technical incident details into clear, business-focused language for CIO and officer-level audiences in real time
Experience coordinating across large, complex IT organizations with multiple engineering domains, teams, and stakeholders
Proficiency with enterprise incident management tooling (ServiceNow, PagerDuty, or equivalent)
Working knowledge of Slack and Microsoft Teams in an enterprise incident management context
Comfort operating in a 24/7 shift environment including nights and rotating schedules
U.S.-based with ability to work fully remote
Preferred:
Background at large-scale technology organizations (enterprise retail, financial services, hyperscale tech, or equivalent complexity environments)
Experience with AI prompt engineering or automation tools applied to incident management workflows
Familiarity with Grafana, Avaya call logs, or similar observability and communication platforms
ITIL certification
Experience contributing to or designing early-warning and proactive alerting systems
Background working directly with CIO-level or officer-level stakeholders during crisis events
Experience Level
Intermediate Level
Job Type & Location
This is a Contract position based out of Atlanta, GA.
Pay and Benefits
The pay range for this position is $65.00 - $80.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully remote position.
Application Deadline
This position is anticipated to close on Jun 12, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.