Sr. Incident Manager (IMT)

Sr. Incident Manager (IMT)
Location: Miami, FL (locals preferred) – Onsite role
Work model: Hybrid (3Day onsite model) – Tue, Wed, Thursday (WFO)

 
Job Summary
Senior Incident Manager to lead our Incident Management Team (IMT) in support of a leading U.S. telecom provider. In this high-visibility role, you will own the end-to-end lifecycle of high-severity incidents — driving rapid restoration, leading executive-level bridge calls, and ensuring rigorous root cause analysis (RCA) across a complex, fast-moving telecom environment.
The ideal candidate is a decisive, calm-under-pressure leader with strong technical fluency, excellent stakeholder communication skills, and a track record of building high-performing incident response teams.
 
Key Responsibilities
•      Lead, mentor, and manage the Incident Management Team across a 24x7 operation, including shift coverage and on-call rotation planning.
•      Own the end-to-end incident lifecycle — detection, triage, response, resolution, communication, and post-incident review — for all severity levels.
•      Lead major incident bridges with senior executives and cross-functional technical teams, delivering clear, confident, real-time updates and driving decisions under pressure.
•      Apply strong analytical and complex problem-solving skills to diagnose intricate, multi-domain technical issues spanning network, application, and infrastructure layers.
•      Rapidly identify and engage the right technical responders and subject matter experts to accelerate time-to-resolution.
•      Develop and maintain deep working knowledge of the client''s technology stack, systems architecture, and telecom ecosystem.
•      Drive high-quality Root Cause Analysis (RCA) for major incidents and ensure timely, verified implementation of corrective and preventive actions.
•      Own incident communications — status updates, executive notifications, and post-incident reports — tailored to technical and non-technical audiences.
•      Ensure team proficiency in SQL querying and log analysis using ELK Stack or OpenSearch to support incident investigation and RCA.
•      Serve as the primary escalation point for critical incidents, maintaining effective communication across all levels of leadership.
•      Identify recurring process gaps and lead continuous improvement initiatives to strengthen the incident management framework.
•      Partner with Problem Management to ensure major incidents are handed off cleanly for long-term remediation tracking.
•      Maintain consistent adherence to SLAs, KPIs, and ITIL best practices across the team.
•      Build and deliver high-quality post-incident reports, trend analysis, and dashboards for senior leadership review.
•      Support audits and compliance reviews by maintaining accurate incident records and documentation.
 
Required Qualifications & Experience
•      Bachelor’s degree in information technology, Computer Science, Engineering, or equivalent practical experience.
•      7+ years of experience in Incident Management, with 2+ years in a managerial or team lead capacity — preferably within Telecom, ISP, or large-scale technology operations.
•      Proven experience leading high-severity (''Sev 1/Sev 2'') incident bridges with senior executives and technical teams.
•      Strong complex problem-solving and analytical skills, with the ability to drive rapid resolution in high-pressure, ambiguous situations.
•      Demonstrated ability to quickly learn and navigate new technology stacks and complex, multi-vendor ecosystems.
•      Hands-on experience writing SQL queries and performing log analysis using ELK Stack or OpenSearch.
•      Working knowledge of core networking and telecom concepts (e.g., OSS/BSS, network provisioning, connectivity/latency troubleshooting).
•      Hands-on experience supporting production workloads on AWS.
•      Excellent leadership, verbal, and written communication skills, with proven stakeholder management at the executive level.
•      Ability to work a 24x7 rotational schedule, including nights, weekends, and holidays as needed for major incident coverage.
•      ITIL Foundation certification required; ITIL Intermediate or higher strongly preferred.
 
Preferred Skills
•      Prior experience in Telecom, MVNO, or ISP environments.
•      Familiarity with ServiceNow or other enterprise ITSM platforms.
•      Experience with observability and monitoring tools such as ELK Stack, OpenSearch, New Relic, Datadog, Dynatrace, or similar platforms.
•      Basic scripting ability (Python, Shell, or similar) to support automation of diagnostic and reporting tasks.
•      Additional exposure to Google Cloud Platform infrastructure a plus.
•      Experience mentoring or upskilling incident response analysts in a matrixed, multi-site team environment.