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Senior IT Incident Manager (ServiceNow & ITSM)

ICONMA, LLC

Atlanta, GA

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JOB DETAILS
SALARY
$42.86 Per Hour
SKILLS
Analysis Skills, Artificial Intelligence (AI), Automation, Corrective Action, Data Analysis, Data Visualization, Documentation, Establish Priorities, Health Plan, IT Service Management (ITSM), Incident Management, Incident Response, Information Technology & Information Systems, Information Technology Consulting, Knowledge Management, Leadership, Maintain Compliance, Messaging Technology, Metrics, Microsoft PowerPoint, Performance Management, Performance Metrics, Problem Solving Skills, Process Improvement, Reporting Dashboards, Reporting Skills, Root Cause Analysis, Service Level Agreement (SLA), ServiceNow, Technical Support, Trend Analysis
LOCATION
Atlanta, GA
POSTED
9 days ago
Our Client, an IT Services and Consultant company, is looking for a Senior IT Incident Manager (ServiceNow & ITSM) for their Atlanta, GA/ Hybrid location.
 
Responsibilities:
  • Manage the end-to-end incident lifecycle ensuring minimal business impact.
  • Lead Major Incident bridges, coordinate with stakeholders, and drive quick resolutions.
  • Conduct post-incident reviews (MIRs) and ensure corrective/preventive actions.
  • Ensure SLA adherence and proper escalation management.
  • Develop and maintain ServiceNow dashboards, reports, and KPIs.
  • Perform trend analysis on incident volumes, categories, and recurring issues.
  • Analyze metrics such as: Incident count, MTTR (Mean Time to Resolve),SLA compliance, Backlog trends
  • Provide actionable insights to improve service performance.
  • Create executive-level presentations using PowerPoint to communicate: Incident trends, Problem areas, Performance insights
  • Convert complex incident data into clear, impactful stories for leadership.
  • Use data visualization techniques (charts, graphs, dashboards) to highlight insights.
  • Present findings in Weekly/Monthly/Quarterly Service Reviews.
  • Tailor messaging for both technical teams and business stakeholders.
  • Support AI-driven incident categorization and resolution recommendations.
  • Identify opportunities for automation and process optimization.
  • Collaborate with teams to improve incident prediction and prevention.
  • Identify root causes and recurring issues through data analysis.
  • Work with Problem Management to reduce incident recurrence.
  • Drive initiatives for process improvements and automation adoption
 
Requirements:
  • 8+ years of experience in Incident Management / ITSM.
  • Experience in handling Major Incidents in enterprise environments.
  • Technical skills
  • 8 Years of experience in Incident Management or ITSM Roles.
  • Strong Understanding of Incident Lifecycle (Logging >> Categorization >> Prioritization >> Resolution >> Closure)
  • Problem-solving under pressure.
  • Documentation and Knowledge Management.
  • Hands on experience in servicenow
  • Experience with maneuvering capabilities of ServiceNow
  • Creating Reports (SLA Breaches, MTTR, Incident Trends)
  • Strong reporting and data analysis skills
  • Data Visualization (Preparing PPT for reporting).
 
Why Should You Apply?

About the Company

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ICONMA, LLC

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