Incident Manager

Incident Manager All IT Solutions United States · Cincinnati, Ohio Workplace Type — Remote Employment Type — Contract We are currently seeking a qualified Incident Manager to support this engagement. Please review the complete requirements, work location, employment type, and screening questions before applying. Candidates whose experience closely matches the position will be contacted directly by the AIS recruiting team. Job Summary All IT Solutions is seeking an Incident Manager to join a client engagement. Responsibilities Mode of Interview: Virtual We are looking for an Incident Manager to stand up dedicated Major Incident command for our Point of Sale (POS) solution. This role creates a single accountable owner for P1/P2 command, evidence-based PIR/RCA governance, and executive-ready incident reporting — raising the bar from adhoc escalation handling to a mature, ServiceNow-driven Major Incident Management (MIM) practice Serve as enterprise incident commander for P1/P2 incidents — leading triage, war-room coordination, decision facilitation, and stakeholder communications across Application Support, Platforms/Infrastructure Ops, SRE/Observability, Engineering, and business teams Own and mature the Major Incident Management practice: severity models, escalation protocols, war-room procedures, communication templates, and PIR/RCA cadence within ServiceNow Lead evidence-based Post-Incident Reviews (PIRs), requiring incident timelines, monitoring data, deployment history, root cause findings, and measurable corrective-action plans before review meetings Operationalize Problem Management by linking PIR outcomes to ServiceNow/JIRA records with named owners, due dates, and closure evidence; track overdue reliability work for leadership visibility Design and deliver MIM KPI reporting — MTTR, SLA compliance, change success, recurrence trends, and escalation drivers — translating incident performance into business-impact reporting for MBR/QBR and executive audiences Partner with SRE/Observability to improve alert correlation, noise reduction, and early detection of customer-impacting degradation Improve critical service readiness by validating ownership, dependencies, escalation contacts, and support models for high-impact services Participate in the team's weekend and holiday on-call roster and be available for after-hours Major Incident bridges as part of a rotating schedule Prior subject-matter knowledge of Point of Sale (POS) systems or retail/store operations environments Required Qualifications Experience in retail or omni-channel commerce environments, including store systems, eCommerce, or supply chain Exposure to cloud platforms and containerized/microservices architectures Our client certification or equivalent exposure to incident/problem management practices 10+ years leading enterprise Major Incident Management (P1/P2) triage, escalation, war rooms, executive communications, and service restoration Demonstrated experience building or maturing ITSM programs (Incident, Major Incident, Problem, Change) using ServiceNow, including severity models, PIR/RCA cadence, and KPI dashboards Track record leading 24x7 IT Ops/NOC-ITOC operating models and coordinating across infrastructure, application, network, security, and vendor teams Strong root cause analysis skills, with a structured, evidence-based approach to problem-solving Comfortable working with ticketing/ITSM tools (ServiceNow, JIRA) and log/monitoring platforms (Kibana, Splunk, Grafana, Dynatrace) Proven ability to translate technical incident data into business-impact reporting for MBR/QBR and C-suite audiences Willingness and availability to work weekends/holidays as part of a team roster/rotation Ability to work under pressure during live incidents while maintaining a calm, methodical approach Preferred Qualifications Preferred / Added Advantage ABOUT ALL IT SOLUTIONS LLC Headquartered in Mount Laurel, New Jersey, All IT So…

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