IT Incident Manager

Position: IT Incident Manager

Salary: $100,000 to $130,000 dependent upon experience

Location: Remote US

Applicants must be legally authorized to work in the United States and must reside within the United States for the duration of their employment.

Find Your Passion and Purpose as an IT Incident Manager

Reimagine Your Career in Corporate Healthcare

As a professional, you know that what you do impacts you as much as our patients and their families, and at AccentCare, we are united in our relentless drive to reimagine care because we want to provide the service we would seek for our own families. We think it's really special to be a part of our patient's health journey and create incredible memories while providing world-class patient care.

Offer Based on Years of Experience

The Incident Manager is responsible for coordinating and governing the organization's Incident Management process, with a primary focus on ensuring rapid service restoration, minimizing business impact, and driving operational excellence across IT services. This role serves as the central point of coordination for major incidents and significant service disruptions, facilitating communication, escalation, and collaboration among technical teams, leadership, vendors, and business stakeholders.

The Incident Manager is a non-technical, non-people-manager role. Rather than performing technical troubleshooting, the individual is responsible for orchestrating response activities, ensuring process adherence, maintaining accurate documentation, and driving accountability throughout the incident lifecycle.
In addition to Incident Management responsibilities, this role will provide support for Knowledge Management activities as needed, helping maintain critical knowledge assets and governance processes until dedicated Knowledge Management resources are fully established.

The role partners closely with IT Operations, Service Desk, Infrastructure, Applications, Security, and Business stakeholders to promote operational excellence, improve incident response effectiveness, and strengthen organizational knowledge.

MAIN DUTIES AND RESPONSIBILITIES (Essential Functions of the Position):

Incident Management & Service Restoration

• Monitor, govern, and maintain the quality of incident records within the ITSM platform (ServiceNow).

• Drive timely incident resolution through proactive follow-up, coordination, and escalation.

• Identify aging, stalled, misassigned, or non-compliant incidents and work with support teams to facilitate resolution.

• Ensure incident records meet documentation and closure standards.

• Monitor incident trends and identify opportunities to reduce recurring service issues.

Major Incident Management

• Coordinate Major Incidents (Sev1/Sev2) from declaration through service restoration.

• Facilitate major incident bridge calls and ensure appropriate technical teams, vendors, and stakeholders are engaged.

• Maintain situational awareness throughout the incident lifecycle and drive activities toward rapid restoration.

• Document key decisions, actions, timelines, and restoration milestones.

• Escalate incidents appropriately to leadership and management teams based on established procedures.

• Coordinate stakeholder communications, executive updates, status reporting, and restoration notifications.

• Ability to work during established CST core business hours. Occasional after-hours availability may be required to support Major Incident Management activities and critical service restoration efforts.

Stakeholder Communication

• Provide clear, concise, and timely communications during service disruptions.

• Develop and maintain communication templates, notification standards, and reporting mechanisms.

• Serve as the liaison between technical teams, leadership, business stakeholders, and vendors during incidents.

• Ensure communication remains accurate, consistent, and aligned with organizational expectations.

Post-Incident Reporting & Continuous Improvement

• Coordinate Post-Incident Reviews (PIRs) and lessons learned sessions following major incidents as needed.

• Document root cause analysis findings provided by technical teams and vendors.

• Identify and document recurring issues, risks, and process improvement opportunities.

• Partner with Problem Management to support long-term service stability and reduction of repeat incidents.

• Prepare incident summaries, executive reports, and operational metrics for leadership review.

Process Governance & Compliance

• Ensure compliance with Incident Management, Major Incident Management, Problem Management, and Change Management processes.

• Support continual service improvement initiatives.

• Assist with maintenance of ITSM procedures, workflows, standards, and documentation.

• Promote adherence to organizational service management practices and policies.

Knowledge Management (Supporting Responsibility)

• Assist with Knowledge Management activities as needed to support operational effectiveness.

• Support knowledge article reviews, maintenance, and content lifecycle activities.

• Capture lessons learned and operational knowledge resulting from incidents.

• Ensure knowledge content remains accurate, accessible, and aligned with organizational standards.

• Promote awareness and adoption of knowledge management best practices across support teams.

OBJECTIVES:

• Coordinate and govern the Incident Management process to ensure timely restoration of service and minimize operational disruption to the business.

• Lead the coordination of all Major Incidents, facilitating engagement of technical teams, vendors, leadership, and business stakeholders until service restoration is achieved.

• Monitor and improve incident data quality within ServiceNow, ensuring incidents are properly categorized, prioritized, assigned, documented, and resolved.

• Develop, track, and report Incident Management metrics and drive initiatives to improve service restoration, process compliance, and operational performance.

• Facilitate Post-Incident Reviews for all qualifying major incidents and track corrective actions through completion.

• Serve as the primary point of coordination and escalation during high-severity incidents, providing timely and effective communications to stakeholders and leadership.

• Partner with Problem Management, Change Management, and operational teams to identify recurring issues and drive continual service improvement.

• Promote adherence to Incident Management policies, procedures, and ITIL best practices across the organization.

• Maintain strong relationships with support teams, vendors, and business stakeholders to improve collaboration and incident response effectiveness.

• Support Knowledge Management activities as needed, including knowledge article governance, lessons-learned documentation, and knowledge-sharing initiatives.

Experience / Training / Education

• Bachelor's degree required.

• 3-5+ years of experience in Incident Management, IT Service Management, Service Operations, or a related field.

• Experience coordinating Major Incident Management processes in a complex IT environment.

• Experience monitoring and managing incident queues using ServiceNow or a comparable ITSM platform.

• Strong understanding of ITIL Incident, Major Incident, Problem, and Change Management practices.

• Proven ability to coordinate cross-functional teams during high-impact situations.

• Strong organizational, documentation, and follow-through skills.

• Excellent verbal and written communication skills.

• Ability to influence and drive action without direct authority.

Preferred Qualifications

• ITIL Foundation Certification.

• Experience in healthcare, enterprise technology, or large-scale support environments.

• Experience developing operational metrics, dashboards, and executive reporting.

• Exposure to Knowledge Management governance and content management practices.

• Experience supporting continual service improvement initiatives.

SKILLS/ABILITIES:

• Ability to manage multiple priorities during high-pressure situations.

• Strong meeting facilitation and stakeholder coordination skills.

• Excellent follow-through and accountability.

• Clear and professional verbal and written communication.

• Ability to communicate with coworkers with varying levels of technical expertise.

• Ability to tailor communications for technical and non-technical audiences.

• Commitment to process governance and continual improvement.

• Detail-oriented with strong organizational skills.

• Builds effective working relationships across teams.

• Influences without direct authority.

• Promotes collaboration and knowledge sharing.

• Ability to work in a fast-paced environment, independently and effectively.

Travel Requirements:

• Less than 10% travel

Our Investment in You

We are committed to offering comprehensive benefits and rewards to full-time employees who work over 30 hours per week and their families, including:

• Medical, dental, and vision coverage
• Paid time off and paid holidays
• Professional development
• Company-matching 401(k)
• Flexible spending and health savings accounts

Come As You Are

At AccentCare, our care is most compassionate when we empathize and engage with everyone, and we are at our best when we value diverse perspectives, foster open dialogue, and enact change. And we are stronger when each of us is empowered to grow, be our unique selves, and feel a sense of inclusion and belonging.

AccentCare is proud of how we are building a culture and inclusive infrastructure to help elevate the voice of all our employees with a special focus on the underrepresented and marginalized. We offer equal employment opportunities regardless of a person's race, ethnicity, sex, sexual orientation, gender identity or expression, religion, national origin, color, creed, age, mental disability, physical disability, or any other protected classification.