Incident Manager

Overview

Accepts corp to corp applications
Contract - Independent
Contract - W2
Contract - 06+ Month(s)

Skills

ITIL
Networking
ITSM
Incident management

Job Details

Job Title: Incident Manager

Location: Atlanta, GA

Duration: Contract

Term: 06+ months

Job Description:

Experience Desired: 10+ Years.

  • Own the incident lifecycle: detection, triage, response, resolution, and closure.Act as the primary escalation point for project/product delivery teams during NPE incidents.
  • Lead war rooms for critical incidents, coordinating with technical and delivery stakeholders.
  • Ensure timely escalation to Environment, Change, DevOps, Infra, and Security teams when required.
  • Track and improve incident SLAs (MTTR, MTTD, availability SLOs).
  • Request Management
  • Own request fulfilment for project/product delivery teams (e.g., access, entitlements, environment service requests).
  • Standardize and automate common request types in collaboration with Intake and DevOps teams.
  • Ensure requests are logged, prioritized, and fulfilled within SLA.
  • Provide transparency to stakeholders on request status.
  • Team Leadership
  • Manage and mentor Incident Analysts and SREs.
  • Ensure follow-the-sun coverage via offshore/onshore teams.
  • Build a culture of blameless incident management, automation-first practices, and continuous learning.
  • Governance & RCA
  • Ensure all incidents have documented Root Cause Analysis (RCA).
  • Track corrective and preventive actions, and feed them into Change and Environment management processes.
  • Provide trend reporting and insights to leadership.
  • SRE & DevOps Alignment
  • Work with SREs and DevOps teams to automate incident detection, rollback, and recovery.
  • Integrate observability tools (Splunk, Prometheus, Grafana) into proactive monitoring.
  • Stakeholder Communication
  • Provide timely updates during incidents and delays in request fulfilment.
  • Publish regular reports on incident trends, RCA outcomes, and SLA adherence.
  • Maintain trust with project/product delivery teams by ensuring transparent communication.

Required Skills & Experience

  • 8 10 years in Incident Management, Service Operations, or SRE leadership.
  • Experience managing Incident Analysts and SRE teams.
  • Strong knowledge of AWS, Kubernetes, CI/CD pipelines, and observability tools (Splunk, Prometheus, Grafana).
  • Deep understanding of ITIL Incident, Problem, and Request Management processes.
  • Excellent crisis management, communication, and stakeholder engagement skills.

Key Skills

Incident management, ITIL, ITSM, Networking, Incident Response, Change Management.

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About VDart, Inc.