Job Title: Incident Manager
Duration: 9 Months
Location: Atlanta, GA
 
Job Description:
Job Summary:

• We are seeking an experienced Incident Manager with over 8+ years of ITSM experience, strong expertise in ServiceNow reporting and data analytics, and the ability to translate operational data into compelling business insights via presentations.
• The candidate should also have exposure to AI-driven capabilities.

 
Key Responsibilities

• Incident Management
• Manage the end-to-end incident lifecycle ensuring minimal business impact.
• Lead Major Incident bridges, coordinate with stakeholders, and drive quick resolutions.
• Conduct post-incident reviews (MIRs) and ensure corrective/preventive actions.
• Ensure SLA adherence and proper escalation management.
• Develop and maintain ServiceNow dashboards, reports, and KPIs.
• Perform trend analysis on incident volumes, categories, and recurring issues.
• Analyze metrics such as: Incident count, MTTR (Mean Time to Resolve),SLA compliance, Backlog trends
• Provide actionable insights to improve service performance.
• Create executive-level presentations using PowerPoint to communicate: Incident trends, Problem areas, Performance insights
• Convert complex incident data into clear, impactful stories for leadership.
• Use data visualization techniques (charts, graphs, dashboards) to highlight insights.
• Present findings in Weekly/Monthly/Quarterly Service Reviews.
• Tailor messaging for both technical teams and business stakeholders.
• Support AI-driven incident categorization and resolution recommendations.
• Identify opportunities for automation and process optimization.
• Collaborate with teams to improve incident prediction and prevention.
• Identify root causes and recurring issues through data analysis.
• Work with Problem Management to reduce incident recurrence.
• Drive initiatives for process improvements and automation adoption.

 Required Skills & Qualifications
Experience

• 8+ years of experience in Incident Management / ITSM.
• Experience in handling Major Incidents in enterprise environments.

 Technical Skills

• 8 Years of experience in Incident Management or ITSM Roles.
• Strong Understanding of Incident Lifecycle (Logging >> Categorization >> Prioritization >> Resolution >> Closure)
• Problem-solving under pressure.
• Documentation and Knowledge Management.
• Hands on experience in ServiceNow
• Experience with maneuvering capabilities of ServiceNow
• Creating Reports (SLA Breaches, MTTR, Incident Trends)
• Strong reporting and data analysis skills
• Data Visualization (Preparing PPT for reporting).
• Understanding of ITIL Framework
• Familiarity and hands on with ITIL Practices (especially Incident and Problem Management)
• Understanding of modules in ServiceNow such as Incident Management & Problem Management.

 Exposure to AI/automation in IT operations.

• Identify automation opportunities.
• Collaborate with AI/ML Teams
• Identify opportunities for AI implementation.

 Soft Skills

• Strong decision-making under pressure.
• Excellent communication and stakeholder management.
• Ability to manage high-impact incidents calmly and effectively.

 Preferred Qualifications

• ITIL Certification (v3/v4)
• Experience with Power BI/Tableau
• Exposure to cloud platforms (Azure/AWS)
• Key Performance Indicators (KPIs)
• MTTR (Mean Time to Resolve)
• SLA Compliance
• Incident reduction trends
• Quality of reporting & presentation
• Effectiveness of insights delivered to leadership
• Adoption of AI and automation initiatives

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws.This position's pay range is $40.00/hr - $42.85/hr.