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Job Title: IT Incident & Monitoring Manager
Location: Hybrid (4 days onsite, 1 day remote) – 2nd or 3rd Shift (4pm-2am or 10pm-8am)
Employment Type: Full-Time
Overview:
We are seeking a dedicated and reliable IT Incident & Monitoring Manager to join our IT Operations team. This individual will play a critical role in overseeing incident response and monitoring activities, serving as both a surveillance analyst and incident bridge leader. Ideal candidates are early-career professionals (1-5 years of experience) with strong communication skills and a passion for operational excellence in an IT environment.
Key Responsibilities:
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Serve as an IT Operations Center (ITOC) Incident Manager and monitoring analyst.
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Proactively monitor IT systems using tools such as BigPanda, PagerDuty, Moogsoft, Dynatrace, Datadog, or Splunk Enterprise.
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Initiate and lead incident bridge calls, managing communication and coordination between technical teams and stakeholders.
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Log and escalate incidents in accordance with standard operating procedures.
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Communicate effectively with subject matter experts (SMEs) and IT leadership, providing timely updates and resolution paths.
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Ensure accurate documentation of incidents and follow-up actions.
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Maintain consistent desk presence and remain accountable throughout scheduled shifts.
Required Qualifications:
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1-5 years of experience in:
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Incident management
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Eyes-on-glass monitoring
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General IT support or operations
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Hands-on experience with at least one monitoring tool such as BigPanda, PagerDuty, Moogsoft, Dynatrace, Datadog, or Splunk Enterprise.
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Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related technology field. Other degrees acceptable if candidate is clearly on a technology/IT career path.
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Strong written and verbal communication skills with the ability to interact confidently with technical and non-technical stakeholders.
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Professional demeanor, strong work ethic, and high degree of accountability.
Preferred Qualifications:
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Direct, hands-on experience managing major incidents (e.g., serving as the incident commander or primary point of contact).
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Experience in a Network Operations Center (NOC) or IT Operations Center (ITOC) environment.
Soft Skills:
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Clear, concise communicator who can remain calm and direct during high-pressure situations.
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Maturity and reliability are key – must be present, engaged, and focused during working hours.
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Ability to multitask and manage priorities in a fast-paced environment.
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Self-motivated and proactive in problem-solving and follow-through.
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