Senior IT Incident Manager (ServiceNow & ITSM)

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?

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities