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Bayforce · 1 week ago

IT Operations Lead- Incident Management

Buffalo, NY

Contract

Hybrid

Senior Level

$60/hr - $70/hr

Bayforce is seeking an IT Operations Lead specializing in Incident Management. This role is responsible for planning and orchestrating releases, ensuring production stability, and driving continuous improvement through effective incident and problem management.

Information TechnologyMarketing

Comp. & Benefits

No H1B

Hiring Manager

Kyle Rockey

Responsibilities

Own the release calendar, scope, and readiness criteria across dev, test, UAT, and production environments

Chair Scoping and Go/No-Go Tollgate meetings; ensure controls, sign offs, and rollback plans are in place

Coordinate deployments with engineering, QA, business SMEs, and Change Management; align with governance and risk requirements

Maintain deployment runbooks, environment plans, and dependency maps; drive automation and CI/CD best practices

Track release outcomes (defect leakage, change failure rate, MTTR, deployment frequency) and report to leadership

Lead major incident response (P1/P2): mobilize resolvers, manage comms, and restore service quickly

Operate the incident command process war room facilitation, real-time decisioning, stakeholder updates, and post-restoration verification

Ensure high-quality incident records, accurate impact/time-to-recover metrics, and effective business communication

Drive root cause analysis (RCA) and corrective actions (CA) for recurring issues

Maintain the Known Error Database (KEDB) and trend analysis; proactively eliminate failure modes and reduce risk

Partner with engineering and testing to prioritize fix-forward items and embed learnings into release plans

Align releases and service restoration activities with SOX/GLBA, auditability standards, and internal governance

Ensure adherence to Change Management policies, risk assessments, and production deployment controls

Provide quarterly control attestations and evidence for audits

Serve as the single point of contact for portfolio leaders on release readiness and service stability

Draft executive-ready communications (pre-release advisories, outage notifications, post-incident reports)

Build transparent, trust-based relationships with Finance, Operations, PMO, and vendor partners

Qualification

ITIL 4DevOps certificationsRelease ManagementITSM ServiceNowCI/CD GitHub ActionsProject/program certificationsStakeholder EngagementRoot Cause AnalysisCommunication Skills

Required

Bachelor's degree in Information Systems, Computer Science, Engineering, or equivalent experience

ITIL 4 (Managing Professional or Strategic Leader)

DevOps certifications (e.g., DASA, DevOps Institute) or SRE training

Key Performance Indicators (KPIs): Change Failure Rate, Change Related Defects and Incidents, Time-to-Respond, Time-to-Restore, Recurring Incidents, % of releases with complete controls & evidence; audit findings remediated on time, Stakeholder satisfaction scores and communication effectiveness

Tools & Technologies: ITSM: ServiceNow, JIRA Service Management, CI/CD: GitHub Actions, Reporting: PowerBI, Documentation & collaboration: Microsoft Teams, SharePoint, Confluence