Incident Manager

Overview

The Incident Manager is responsible for overseeing the end‑to‑end response to high‑priority incidents that impact business‑critical applications, systems, or services. This role ensures timely resolution, clear communication, and effective coordination across technical and business teams to minimize downtime and restore normal operations as quickly as possible.

Key Responsibilities

• Lead and coordinate the response to major incidents, ensuring rapid triage, investigation, and service restoration
• Serve as the primary point of contact during incidents, facilitating communication across engineering, operations, leadership, and business stakeholders
• Drive incident timelines, escalation procedures, bridge calls, and follow‑the‑sun handoffs
• Document incident details, actions taken, and resolution steps in real time
• Perform root cause analysis (RCA) and partner with technical teams to identify corrective and preventive actions
• Track post‑incident remediation work and ensure accountability for long‑term fixes
• Establish and enforce incident response processes, SLAs, and communication standards
• Prepare incident reports, executive summaries, and customer‑facing updates when required
• Monitor system health dashboards and alerts to proactively address emerging issues
• Contribute to continuous improvement of incident management frameworks, playbooks, and operational readiness

Required Skills & Experience

• Experience managing high‑severity incidents in production or enterprise environments
• Strong understanding of application, infrastructure, and operations concepts
• Excellent communication skills with the ability to convey complex technical information to non‑technical audiences
• Ability to remain calm, structured, and decisive in high‑pressure situations
• Strong analytical and problem‑solving skills
• Familiarity with incident management tools, ticketing systems, and monitoring platforms
• Experience coordinating cross‑functional technical teams during outages or critical events

Preferred Qualifications

• Background in IT operations, application support, SRE, or infrastructure engineering
• Knowledge of ITIL processes, particularly Incident, Problem, and Change Management
• Experience with on‑call scheduling, crisis management, or operational leadership
• Exposure to cloud environments (AWS, Azure, GCP) and modern observability tooling
• Strong documentation and process‑improvement skills

Soft Skills

• Highly organized with strong attention to detail
• Effective communicator who can lead discussions and drive alignment
• Calm under pressure with excellent decision‑making abilities
• Strong sense of ownership and accountability
• Ability to influence without direct authority

This is a Contract position based out of Charlotte, NC.

The pay range for this position is $46.35 - $46.35/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a hybrid position in Charlotte,NC.

This position is anticipated to close on Feb 28, 2026.

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.