Genesis10 ยท 1 month ago
Incident Management Support Specialist
Richmond, VA
Full-time
Hybrid
Mid Level
$28.08/hr - $36.08/hrGenesis10 is currently seeking an Incident Management Support Specialist with our client in the financial industry. The role involves leading real-time incident response efforts, facilitating cross-functional communication, and ensuring compliance with incident management policies.
Information ServicesInformation Technology
Responsibilities
Lead real-time incident response efforts for high-impact technology disruptions
Facilitate cross-functional bridge calls and coordinate resolution teams
Create and send stakeholder communications related to technology incidents
Assess incident severity, business impact, and root cause using monitoring tools and system logs
Provide timely, accurate updates to stakeholders and executive leadership
Document incident timelines, actions taken, and resolution outcomes
Ensure compliance with incident management policies and governance standards
Collaborate with application owners, infrastructure teams, and support functions to restore services
Drive post-incident reviews and contribute to continuous improvement initiatives
Maintain readiness for 24/7 support and escalation protocols
Qualification
Required
Proven experience in enterprise-level incident management or technology operations
Strong understanding of IT service management (ITSM) principles and practices
Proficiency with incident tracking and collaboration tools (e.g., ServiceNow, JIRA, Microsoft Teams)
Ability to interpret technical data and communicate clearly to non-technical audiences
Excellent verbal and written communication skills, including executive-level reporting
Strong organizational skills and ability to manage multiple priorities under pressure
Proficient in Microsoft 365 Suite (Excel, Word, PowerPoint, Outlook)
ITIL Foundation certification or equivalent
Experience in financial services or other regulated industries
Exposure to enterprise monitoring platforms and analytics tools
Ability to lead cross-functional teams in a matrixed environment
Comfortable working across time zones and supporting global operations
High emotional intelligence and situational awareness during crisis events
Passion for operational excellence and continuous improvement
Project management experience, excel as well
Benefits
Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
Behavioral Health Platform
Medical, Dental, Vision
Health Savings Account
Voluntary Hospital Indemnity (Critical Illness & Accident)
Voluntary Term Life Insurance
401K
Sick Pay (for applicable states/municipalities)
Commuter Benefits (Dallas, NYC, SF and Illinois)
Company
Genesis10
Information Technology and Services
Founded in 1999
1001-5000 employees
H1B Sponsorship
Genesis10 has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (126)
2024 (68)
2023 (20)
2022 (2)
2021 (13)
2020 (29)
Funding
Current Stage
Late StageLeadership Team
Harley Lippman
CEO and Founder
Company data provided by crunchbase