Incident Manager POS Solutions

Position Title Incident Manager –POS Solutions (US)
Pay rate: $51/hr. on W2
onsite 5x/wk in Cincinnati. 
Primary Skill Required for the Role: ITIL - Information Technology Infrastructure Library
Level Required for Primary Skill: Expert (10+ years experience)
Function IT Production Support / Application Support – NGPOS Ops
Work Schedule Rotational roster, including weekend and holiday on-call coverage; available for after-hours Major Incident bridges
Experience Level 10+ years in IT Operations / Incident Management, including enterprise Major Incident command
About the Role
We are looking for an Incident Manager to stand up dedicated Major Incident command for our Point of Sale (POS) solution. This role creates a single accountable owner for P1/P2 command, evidence-based PIR/RCA governance, and executive-ready incident reporting — raising the bar from adhoc escalation handling to a mature, ServiceNow-driven Major Incident Management (MIM) practice.
Key Responsibilities
• Serve as enterprise incident commander for P1/P2 incidents — leading triage, war-room coordination, decision facilitation, and stakeholder communications across Application Support, Platforms/Infrastructure Ops, SRE/Observability, Engineering, and Kroger business teams
• Own and mature the Major Incident Management practice: severity models, escalation protocols, war-room procedures, communication templates, and PIR/RCA cadence within ServiceNow
• Lead evidence-based Post-Incident Reviews (PIRs), requiring incident timelines, monitoring data, deployment history, root cause findings, and measurable corrective-action plans before review meetings
• Operationalize Problem Management by linking PIR outcomes to ServiceNow/JIRA records with named owners, due dates, and closure evidence; track overdue reliability work for leadership visibility
• Design and deliver MIM KPI reporting — MTTR, SLA compliance, change success, recurrence trends, and escalation drivers — translating incident performance into business-impact reporting for MBR/QBR and executive audiences
• Partner with SRE/Observability to improve alert correlation, noise reduction, and early detection of customer-impacting degradation
• Improve critical service readiness by validating ownership, dependencies, escalation contacts, and support models for high-impact services
• Participate in the team's weekend and holiday on-call roster and be available for after-hours Major Incident bridges as part of a rotating schedule
Required Skills & Experience
• 10+ years leading enterprise Major Incident Management (P1/P2) triage, escalation, war rooms, executive communications, and service restoration
• Demonstrated experience building or maturing ITSM programs (Incident, Major Incident, Problem, Change) using ServiceNow, including severity models, PIR/RCA cadence, and KPI dashboards
• Track record leading 24x7 IT Ops/NOC-ITOC operating models and coordinating across infrastructure, application, network, security, and vendor teams
• Strong root cause analysis skills, with a structured, evidence-based approach to problem-solving
• Comfortable working with ticketing/ITSM tools (ServiceNow, JIRA) and log/monitoring platforms (Kibana, Splunk, Grafana, Dynatrace)
• Proven ability to translate technical incident data into business-impact reporting for MBR/QBR and C-suite audiences
• Willingness and availability to work weekends/holidays as part of a team roster/rotation
• Ability to work under pressure during live incidents while maintaining a calm, methodical approach
Preferred / Added Advantage
• Prior subject-matter knowledge of Point of Sale (POS) systems or retail/store operations environments
• Experience in retail or omni-channel commerce environments, including store systems, eCommerce, or supply chain
• Exposure to cloud platforms and containerized/microservices architectures
• ITIL Foundation certification or equivalent exposure to incident/problem management practices
Technical Stack
Skills Required Major Incident Management, Incident Commander
Languages awareness Java, Python, React.js
Messaging Rabb
What stage is the Project in?: Sold/Funded