Incident Manager

Only locals and W2 Incident Management Rate : $40-43/hr.w2 Onsite/Hybrid - Atlanta, GA What are the top skills required for this role? • Incident Management • ServiceNow Reporting • Office Suites • AI Job Summary We are seeking an experienced Incident Manager with over 8+ years of ITSM experience, strong expertise in ServiceNow reporting and data analytics, and the ability to translate operational data into compelling business insights via presentations. The candidate should also have exposure to AI-driven capabilities. Key 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. Required Skills & Qualifications 8+ years of experience in Incident Management / ITSM. Experience in handling Major Incidents in enterprise environments.