Cennox · 4 hours ago
IT Incident Manager
United States
Full-time
Remote
Mid, Senior Level
3+ years expCennox is seeking an IT Incident Manager who will be responsible for the end-to-end coordination and management of all incoming support requests across the organization’s IT tracking systems. This role involves ensuring incidents are triaged, prioritized, assigned, and resolved within agreed SLAs, while collaborating across multiple IT functions.
LogisticsSupply Chain Management
Responsibilities
Monitor and triage all incoming support requests logged in various IT tracking systems (e.g., Freshservice, custom issue log, direct requests from stakeholders)
Validate request completeness and ensure all required details are captured
Assess each incident for severity, business impact, and completeness
Determine appropriate priority based on facts provided in the incident
Identify incidents vs. enhancements and route accordingly
Assign incidents to the proper resource or team (IT Support, 3rd Party Partners, ERP/Business Applications)
Confirm resolution quality, validate with requestors, and keep incident tracking systems clean by closing tickets
Analyze incident trends, root causes, and recurring issues; propose problem management initiatives
Partner with teams to improve incident prevention, monitoring, alerting, and automation
Work across all areas of IT: traditional IT support (end-user, infrastructure), software development (applications, integrations), and ERP configuration/support
Collaborate with Product Owners and Business Analysts to align incident handling with business priorities
Qualification
Required
3–5+ years of experience in Incident Management or Service Desk
Strong understanding of ITIL concepts (Incident, Problem, Change, SLA, Priority/Urgency, CMDB)
Proven ability to assess severity, business impact, and ROI to prioritize effectively
Excellent communication skills with the ability to coordinate across technical and non-technical stakeholders
Strong organizational skills and attention to detail; comfortable managing multiple concurrent incidents
Company
Cennox
Cennox help the world’s leading brands to execute and deliver their complex change programs across technology, security and facility transformation.
1001-5000 employees
H1B Sponsorship
Cennox 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
2024 (1)
2021 (1)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
York Capital ManagementBusiness Growth Fund
2021-06-02Private Equity
2017-08-04Series Unknown
Leadership Team
Clive Nation
Group Chief Executive
Recent News
Company data provided by crunchbase