Critical Incident Manager

We are currently hiring for a Critical Incident Manager position. The primary location for this role is Melbourne, FL, with secondary options in Dallas/Frisco, TX, or Cary, NC. This role requires an on-site presence, Monday through Friday, and includes rotational on-call availability.

Please review the full job description for more details. If you're interested and meet the qualifications, we encourage you to apply here.

Role: Critical Incident Manager

• Primary Location: Melbourne, FL

• Secondary Options: Dallas/Frisco, TX or Cary, NC

• Hybrid or On-Site strongly preferred

• Some on-call availability required (rotational)

Duration: Contract 6+ months and possibility for extension
Client Industry: Tech Industry

We are seeking an experienced and highly organized Critical Incident Manager to lead and coordinate the resolution of high-severity incidents across our enterprise IT landscape. In this role, you will act as the single point of accountability during critical incidents, driving communication, resolution, and post-incident review in collaboration with internal teams and external vendors.

You thrive in crisis situations, can command attention and coordination across global teams, and are passionate about minimizing downtime and driving continuous service improvement. Your calm demeanor and structured approach under pressure make you the go-to person when "all systems are down. "

• Lead and coordinate resolution of P1/P2 critical incidents

• Establish and manage war rooms / bridge calls to bring together technical teams and stakeholders

• Ensure effective communication with stakeholders, including business units and senior leadership

• Authorize IVR updates, status pages, and customer communications as needed

• Drive incident triage, impact analysis, and resolution strategy

• Mobilize cross-functional teams and vendors for emergency changes or remediation

• Initiate and document Emergency Changes and ensure governance approvals

• Maintain Technical Observation Posts (TOP) to validate service restoration

• Ensure proper Problem Management handoff and open related RCA investigations

• Publish Critical Incident Reports (CIRs) and maintain knowledge base with lessons learned

• 5+ years in Incident Management / IT Operations / Service Management

• Proven experience leading critical/major incidents (P1/P2) in enterprise environments

• Strong understanding of ITIL framework and ITSM tools (ServiceNow, BMC Remedy, etc.)

• Excellent communication skills with ability to manage C-level and technical stakeholders

• Experience with on-call coordination, bridge facilitation, and emergency response

• Ability to work in fast-paced, high-pressure environments

• ITIL v3 or v4 Certification preferred

• ServiceNow, BMC Remedy, PagerDuty, Slack, Zoom/Teams Bridges

• Monitoring tools: Splunk, AppDynamics, Dynatrace, SolarWinds (a plus)

• Familiarity with Agile/DevOps environments and CI/CD pipelines is a bonus

Notes:- All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Benefits: Danta offers a compensation package to all W2 employees that are competitive in the industry. It consists of competitive pay, the option to elect healthcare insurance (Dental, Medical, Vision), Major holidays and Paid sick leave as per state law.

The rate/ Salary range is dependent on numerous factors including Qualification, Experience and Location.