Incident Manager

Job#: 3026847

Job Description:
Incident Manager

Location: Chandler, Arizona (Hybrid)

Employment Type: Contract

Duration: 12 months

Role Overview

We are seeking a skilled Incident Commander to oversee and coordinate the response to major incidents. This role supports the Global Incident Management function for Banking Production Services Technologies, delivering 24x7 service for over 650 applications. The position involves partnering with global teammates to ensure seamless delivery of Incident Management Processes and driving business-impacting incidents to resolution.

Key Responsibilities

• Manage high-severity incidents by leading triage efforts, hosting bridge calls, documenting timelines, and driving resolution to minimize business impact.
• Coordinate the team to understand impacts, perform forensics, categorize, and mitigate incidents, ensuring the correct experts are engaged.
• Ensure all personnel know their role during incidents and keep teams accountable for the timely completion of allocated actions.
• Provide regular updates to Business and Technology stakeholders throughout the incident lifecycle.
• Work across organizational boundaries in a demanding, high-output environment.
• Juggle multiple priorities and use initiative to meet deadlines without close supervision.

Required Qualifications

Experience:

• Previous experience in a Major Incident Management role.
• Strong technical background with the ability to understand complex systems and troubleshoot issues.
• Assertive with strong leadership skills, quick decision-making abilities, and the capability to coordinate multiple teams in real-time.
• Experience working in a large enterprise IT organization.
• Experience with triaging mission-critical systems failure and resolution.
• Strong sense of accountability and ownership.

Technical Skills:

• ITIL Certification is required.
• Knowledge and understanding of Change policy.
• Knowledge of crisis management, disaster recovery, and business continuity management.

Preferred Qualifications

• Payments and Treasury Cash Management knowledge.
• Trained or experienced in advanced risk management and identification.
• Experience with postmortem processes and continuous improvement methodologies.
• Excellent written and verbal communication skills, with experience in executive-level communications.
• Ability to think strategically and plan for different scenarios that could occur during an incident.

Compensation & Benefits

The pay rate for this position is between $50.00 and $56.09 per hour. A comprehensive benefits package is available to eligible employees.

This employer is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Apex uses a virtual recruiter as part of the application process. Click for more details.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at or .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.