Job Title: Technology Incident Manager (1132)
Location: Cleveland, OH; Albany, NY; or Buffalo, NY preferred. Remote considered. Onsite interview required if selected.
Duration: Contract - 11 months
Pay Range: $50/hr $56/hr (W2)
Job ID: 409662
About BCforward
BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.
Job Description
We are seeking a Technology Incident Manager to join our dynamic team. The ideal candidate will have strong experience in enterprise incident management, cross-functional coordination, and ITSM/ITIL practices and a proven ability to drive rapid incident recovery, lead crisis communications, and improve operational resilience.
Responsibilities:
- Identify and assess critical incidents and outages impacting enterprise operations.
- Proactively investigate potential technology incidents upon detection or observation.
- Lead incident recovery efforts and coordinate cross-functional teams and vendors.
- Exercise independent decision-making and sound judgment during high-impact events.
- Facilitate technical crisis calls and ensure engagement of appropriate resources.
- Mediate time-sensitive triage bridges and chats to drive resolution respectfully and effectively.
- Provide accurate and timely communications to stakeholders and executive leadership.
- Escalate critical issues and manage progress updates through troubleshooting and remediation.
- Lead post-mortem sessions and document incident restoration activities and timelines.
- Identify action items and follow-ups, and coordinate with problem management.
- Ensure recovery documentation accuracy and test for feasibility.
- Drive continuous improvement to enhance system stability and client experience.
- Identify gaps in recovery processes and collaborate with monitoring and detection teams.
- Participate in incident management performance reviews and process evaluations.
- Ensure adherence to ITSM processes and define and manage critical success metrics.
- Support production readiness for critical projects with a focus on incident management.
Required Skills & Qualifications:
- Proficiency leading incident response across distributed systems, networks, applications, and mainframe environments.
- Strong analytical and problem-solving skills with sound judgment under pressure.
- Clear written and verbal communication with executive-ready reporting capability.
- Familiarity with ITIL and incident management principles and practices.
- 3+ years leading technical projects, incidents, or cross-functional initiatives.
Preferred Skills:
- Certifications in ITIL, incident management, or related disciplines.
- Experience managing highly impactful incidents across multiple departments or lines of business.
Additional Details:
- On-call rotation with 24/7 support expectations. Standard shift window 11:00 AM to 9:00 PM EST.
- Bachelor's degree in a related business or science field, or equivalent work experience.
- Please do not submit candidates previously submitted to req 1113.
Why BCforward?
At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:
- Competitive compensation and benefits.
- Opportunities for growth with global clients.
- A supportive, inclusive culture that values innovation and people.
- Exposure to cutting-edge technologies and projects.
About Our Commitment
BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.
Interested? Apply Now!
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