ITSM Incident Lead

STAND 8 provides end to end IT solutions to enterprise partners across the United States and with offices in Los Angeles, New York, New Jersey, Atlanta, and more including internationally in Mexico and India.

We are seeking a highly experienced ITSM Incident Lead to drive major incident response and resolution across a dynamic, global enterprise. This role is pivotal in managing high-impact outages and service disruptions, ensuring timely recovery, and fostering collaboration across technical and business teams. The ideal candidate will bring deep expertise in IT Service Management, a calm and structured approach to incident leadership, and the ability to influence stakeholders at all levels. This is a hands-on leadership role requiring strong communication, situational awareness, and a commitment to continuous improvement.

This project will require the person to be remote commutable within the Los Angeles CA, New York tri-state area, or Orlando FL, and to be part of a rotational on-call schedule. We have a direct relationship with our client and are setting up immediate interviews, if you thrive with supporting complex data environments within a dynamic environment we'd love to hear from you!

Responsibilities

• Lead real-time incident response efforts, coordinating cross-functional teams to restore services quickly and effectively.


• Facilitate structured incident calls, ensuring clear communication, ownership, and follow-through on action items.


• Collaborate with global teams to manage incident workflows and ensure alignment across time zones and business units.


• Drive post-incident reviews and root cause analysis, ensuring learnings are captured and applied to future prevention.


• Maintain awareness of infrastructure dependencies and service impacts, enabling informed decision-making during outages.


• Partner with executive stakeholders to communicate incident status, business impact, and resolution timelines.


• Promote a culture of accountability, responsiveness, and operational excellence across the incident management lifecycle.


• Contribute to the evolution of ITSM processes, frameworks, and best practices.

Required Experience

• 8+ years of experience in IT Service Management, with a strong focus on incident response and resolution.


• Proven ability to lead major incident calls with clarity, confidence, and composure under pressure.


• Exceptional communication skills, with the ability to engage and influence technical and non-technical stakeholders.


• Experience working in complex, fast-paced environments with global teams and high service availability expectations.


• Strong understanding of infrastructure components and their operational impact, without requiring deep technical expertise.


• Demonstrated leadership in driving process improvements and fostering team collaboration.


• Experience in media, broadcast, or network operations is highly desirable.

Preferred Qualifications

• ITIL v4 certification.


• Background in change and problem management.


• Familiarity with cloud operations, fulfillment pipelines, and vendor coordination.


• Experience with automation and operational efficiency initiatives.

Additional Details
The base salary range for this position is $120,000 - 150,000 annually, depending on experience. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Benefits

• Medical coverage and Health Savings Account (HSA) through Anthem


• Dental/Vision/Various Ancillary coverages through Unum


• 401(k) retirement savings plan


• Company-paid Employee Assistance Program (EAP)


• Discount programs through ADP WorkforceNow

About Us
STAND 8 provides end-to-end IT solutions to enterprise partners across the United States and globally with offices in Los Angeles, Atlanta, New York, Mexico, Japan, India, and more. STAND 8 focuses on the "bleeding edge" of technology and leverages automation, process, marketing, and over fifteen years of success and growth to provide a world-class experience for our customers, partners, and employees. Our mission is to impact the world positively by creating success through PEOPLE, PROCESS, and TECHNOLOGY.

Check out more at ; and reach out today to explore opportunities to grow together!