Incident Manager

Job Description:
Position : Incident Manager

Location : Cleveland, OH/ Albany, NY/ Buffalo, NY (Remote)

Pay Range: $52/hr - $56/hr on W2

Duration: 10+ months

Shift Time : 11AM - 9PM Eastern.

Note : Candidate will need to be onsite at one of the three locations states above for one round of interview.

Position Summary

The organization is seeking an experienced IT Incident Manager to lead cross-functional teams in resolving technology events impacting enterprise systems. This individual contributor role involves monitoring, coordinating incident resolution efforts, engaging technical support partners, and ensuring timely recovery. The role requires the ability to quickly assess complex technical environments and actively guide troubleshooting efforts. The position includes rotating on-call and off-hours support.

Key Responsibilities

• Identify and evaluate critical incidents and outages affecting operations.


• Proactively investigate potential technology incidents upon detection.


• Lead incident recovery efforts by coordinating teams and external vendors.


• Make independent judgment calls during incident management.


• Facilitate crisis communication calls and ensure appropriate resource engagement.


• Mediate high-stakes, time-sensitive triage sessions to drive resolution.


• Communicate accurately and promptly with stakeholders and executive leadership.


• Escalate issues and provide progress updates throughout troubleshooting.


• Lead post-incident reviews, documenting restoration activities and timelines.


• Identify follow-up action items and share with problem management teams.


• Ensure recovery documentation is accurate and feasible through testing.


• Drive continuous improvement initiatives to enhance system stability.


• Identify recovery process gaps and collaborate with monitoring teams.


• Participate in incident management performance reviews and process evaluations.


• Ensure compliance with ITSM processes and define success metrics.


• Support production readiness for critical projects with incident management focus.

Required Qualifications

• Bachelor's degree in a relevant business or science field or equivalent work experience.


• At least 3 years of experience leading technical projects, incidents, or cross-functional initiatives.


• Experience managing impactful incidents across multiple departments or lines of business.


• Knowledge of distributed systems, networks, application development, and mainframe environments.


• Familiarity with incident management principles and ITIL processes.


• Ability to work onsite in Cleveland, OH; Albany, NY; Buffalo, NY, or remotely with willingness to interview onsite if selected.


• Availability for 24/7 support and on-call duties on a rotating schedule.

Preferred Qualifications

• Certifications in ITIL, incident management, or related disciplines.

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit .

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.