Spark Tek Inc · 3 months ago
Incident Manager – ServiceNow
San Jose, CA
Full-time
Onsite
Senior Level, Lead/Staff
8+ years expSpark Tek Inc is seeking an Incident Manager to oversee the lifecycle of IT incidents within the ServiceNow platform. This role requires strong leadership and communication skills to manage incidents effectively and ensure high service quality while driving continuous improvement.
AnalyticsArtificial Intelligence (AI)Cloud ComputingConsulting
Responsibilities
Monitor, detect, and log incidents using ServiceNow
Classify and prioritize incidents based on impact and urgency
Lead and coordinate resolution efforts for P1 and P2 incidents
Ensure timely escalation and assignment to appropriate support teams
Maintain a general overview of incidents, focusing on restoration via workarounds or permanent fixes
Act as the central point of contact during major incidents
Provide regular updates to stakeholders, including executives, technical teams, and business units
Facilitate knowledge transfer and hand-offs during major incidents
Oversee post-incident reviews and root cause analysis (RCA)
Generate incident reports, trend analysis, and performance metrics
Ensure completeness and accuracy of closed incidents
Provide feedback to improve ServiceNow workflows and platform capabilities
Refine incident management policies and procedures
Collaborate with Problem, Change, and Release Management teams
Mentor and train incident analysts and support staff
Promote best practices and continuous learning within the team
Qualification
Required
8+ years of experience in IT Incident Management, preferably in large-scale enterprise environments
Strong hands-on experience with ServiceNow ITSM platform
Solid understanding of ITIL framework (Incident, Problem, Change Management)
Excellent communication, coordination, and stakeholder management skills
Ability to lead cross-functional teams under pressure
Preferred
ITIL v3/v4 Foundation certification preferred
Familiarity with monitoring tools and automation in incident detection
Strategic thinking and adaptability in dynamic environments
Company
Spark Tek Inc
Spark Tek Inc offers IT solutions and consultancy services, specializing in IT services and consulting for various industries.
51-200 employees
H1B Sponsorship
Spark Tek Inc 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 (10)
2024 (16)
2023 (14)
Funding
Current Stage
Growth StageCompany data provided by crunchbase