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SHI International Corp. · 1 week ago

Incident Manager

Somerset, NJ

Full-time

Onsite

Mid, Senior Level

$80K/yr - $125K/yr

5+ years exp

SHI International Corp. is a global provider of IT solutions and services, and they are seeking an Incident Manager responsible for managing IT incidents with a focus on Major Incident response and governance. The role involves ensuring timely resolution, minimal business disruption, and effective communication across stakeholders while driving continuous improvement initiatives.

HardwareInformation TechnologySoftware

Responsibilities

Ensure accurate and timely recording of all incident-related information during live events

Document incident timelines, actions taken, and decisions made in real time

Capture technical details, impact analysis, and escalation paths

Maintain centralized records in ITSM tools for compliance and audit readiness

Complete, accurate, and accessible incident logs that support transparency and future analysis

Lead and coordinate resolution efforts for high-impact incidents

Act as the primary point of control during major incidents

Drive incident triage, root cause identification, and resolution prioritization

Ensure adherence to SLAs and minimize business disruption

Efficient restoration of services with minimal downtime and clear accountability

Analyze incidents post-resolution to identify lessons learned and prevent recurrence

Facilitate structured PIR meetings with technical teams and stakeholders

Document findings, root cause analysis, and improvement actions

Track and ensure closure of corrective measures

Maintain clear, timely, and effective communication throughout the incident lifecycle

Provide regular updates to business and technical stakeholders

Manage expectations and ensure transparency during critical events

Coordinate across teams (IT, business units, vendors) for swift resolution

Enhance incident management frameworks and ensure compliance with organizational standards

Identify gaps and inefficiencies in current processes

Recommend and implement best practices aligned with ITIL or organizational policies

Monitor adherence to governance standards and audit requirements

Qualification

ITIL certificationMajor Incident ManagementPost-Incident Review24x7 global support experienceMonitoring platforms familiarityCommunicationProblem-SolvingCollaborationAdaptabilityConflict Resolution