Incident Manager

Responsibilities

• Monitor, triage, and manage major and high-priority incidents (P1/P2) from detection to closure
• Lead incident bridge calls and coordinate cross-functional teams to ensure swift resolution
• Provide timely and accurate incident updates to stakeholders, leadership, and business users
• Coordinate with problem management teams for root cause analysis (RCA) and post-incident reviews (PIR)
• Drive adherence to SLAs and minimize service downtime
• Use ITSM platforms like ServiceNow or JIRA to track incidents and generate performance reports

Requirements

• 2–5 years of experience in incident management or related IT service operations roles
• Strong understanding of ITIL V3/V4 processes including Incident, Problem, and Change management
• Proven experience handling major incidents and leading bridge calls in enterprise environments
• Familiarity with infrastructure, networking, cloud technologies, and application support
• Proficiency with ITSM tools such as ServiceNow or Remedy
• Excellent communication, stakeholder management, and analytical decision-making skills
• Ability to remain calm and manage high-stress situations effectively

About the Company

CBTS serves enterprise and midmarket clients in all industries across the United States and Canada, providing deep technical expertise and a full suite of flexible technology solutions including Application Modernization, Managed Hybrid Cloud, Cybersecurity, and Infrastructure solutions.