Job#: 3046038 Job Description: We are seeking an experienced Technology Incident Manager to lead the resolution of critical technology incidents that impact enterprise business operations. This individual will be responsible for coordinating cross-functional teams, driving rapid service restoration, and ensuring effective communication throughout the incident lifecycle. The ideal candidate is a strong communicator, excels in high-pressure situations, and has a solid understanding of enterprise technology environments.
This role plays a critical part in minimizing business disruption, improving operational resilience, and driving continuous improvement across incident management processes.
Key Responsibilities- Lead the identification, assessment, escalation, and resolution of high-priority technology incidents affecting business operations.
- Serve as the central point of coordination during major incidents, facilitating virtual incident response calls with technical and business stakeholders.
- Assess incident scope, severity, and business impact to determine appropriate escalation paths and support team engagement.
- Coordinate troubleshooting efforts across infrastructure, networks, applications, cloud environments, distributed systems, and mainframe technologies.
- Collaborate with internal teams and third-party vendors to ensure timely resolution of incidents.
- Provide regular updates to stakeholders and senior leadership regarding incident status, business impact, mitigation efforts, and recovery timelines.
- Partner with communications teams to ensure accurate and timely incident notifications.
- Conduct post-incident reviews, documenting findings, root causes, lessons learned, and corrective actions.
- Maintain and review application recovery and incident response documentation to ensure accuracy and readiness.
- Identify opportunities to improve incident response, recovery processes, monitoring capabilities, and operational procedures.
- Participate in production readiness reviews for key technology initiatives and projects.
- Support the development of incident management metrics, reporting, dashboards, and trend analysis.
- Adhere to ITIL-based service management practices and established organizational processes.
- Participate in overnight support coverage and weekend on-call rotations.
- Perform additional duties and responsibilities as assigned.
Required Qualifications- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent work experience.
- 3+ years of experience leading technical projects, incident response activities, or cross-functional technology initiatives.
- Experience working in complex enterprise technology environments.
- Familiarity with IT infrastructure, applications, networking, and operational support models.
- Strong understanding of incident management methodologies and service restoration processes.
- Ability to work effectively in a fast-paced, high-pressure, 24/7 operational environment.
Preferred Qualifications- Experience supporting a 24/7 IT operations, Network Operations Center (NOC), Security Operations Center (SOC), or Incident Management function.
- ITIL Foundation Certification.
- Project Management Professional (PMP) certification or other relevant technical certifications.
- Experience coordinating enterprise-wide major incidents across multiple technology domains.
- Knowledge of business continuity and disaster recovery practices.
Required Skills & CompetenciesIncident & Major Incident Management- Ability to lead enterprise incident response efforts and drive timely service restoration.
- Experience managing major incidents from identification through resolution and post-incident review.
- Strong understanding of escalation management and stakeholder engagement.
Technical Knowledge- Working knowledge of enterprise applications, infrastructure, networking, cloud platforms, and cybersecurity concepts.
- Ability to coordinate technical teams investigating complex system disruptions.
- Understanding of IT operations, service management, and recovery processes.
Leadership & Communication- Exceptional verbal and written communication skills.
- Ability to communicate effectively with both technical and non-technical audiences.
- Strong leadership presence with the ability to maintain control and direction during high-impact events.
- Experience facilitating meetings and coordinating large cross-functional teams.
Problem Solving & Decision Making- Strong analytical and critical-thinking skills.
- Ability to assess complex situations quickly and make informed decisions under pressure.
- Experience conducting root cause analysis and implementing corrective actions.
Risk & Business Continuity- Understanding of risk management principles and business continuity planning.
- Knowledge of disaster recovery and service resiliency practices.
- Ability to prioritize business impacts and recovery objectives during service disruptions.
Documentation & Process Improvement- Strong documentation and organizational skills.
- Experience creating incident timelines, post-mortem reports, and recovery documentation.
- Commitment to continuous process improvement and operational excellence.
Work Environment- Fast-paced, enterprise technology environment supporting critical business operations.
- Requires participation in overnight shifts and a rotating weekend on-call schedule.
- Frequent collaboration with technology teams, business stakeholders, and external vendors.
- Hybrid and remote flexibility may be considered based on business needs.
Physical Requirements- Ability to work in a standard office environment.
- Prolonged periods of sitting and working on a computer.
- Frequent communication via phone, video conference, and in-person meetings.
- Occasional lifting of laptops, computer bags, or office materials up to 10 pounds.
Travel Requirements- Occasional travel, including potential overnight stays, may be required.
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. 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 Employee Services Department at or .
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth 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 ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at
Everforth Apex Benefits Overview: Everforth 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. Everforth 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, Everforth 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. Everforth 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 Everforth Apex team member can provide.
Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.
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