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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:

• Serve as an IT Operations Center (ITOC) Incident Manager and monitoring analyst.

• Proactively monitor IT systems using tools such as BigPanda, PagerDuty, Moogsoft, Dynatrace, Datadog, or Splunk Enterprise.

• Initiate and lead incident bridge calls, managing communication and coordination between technical teams and stakeholders.

• Log and escalate incidents in accordance with standard operating procedures.

• Communicate effectively with subject matter experts (SMEs) and IT leadership, providing timely updates and resolution paths.

• Ensure accurate documentation of incidents and follow-up actions.

• Maintain consistent desk presence and remain accountable throughout scheduled shifts.

Required Qualifications:

• 1-5 years of experience in:

  • Incident management

  • Eyes-on-glass monitoring

  • General IT support or operations

• Hands-on experience with at least one monitoring tool such as BigPanda, PagerDuty, Moogsoft, Dynatrace, Datadog, or Splunk Enterprise.

• 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.

• Strong written and verbal communication skills with the ability to interact confidently with technical and non-technical stakeholders.

• Professional demeanor, strong work ethic, and high degree of accountability.

Preferred Qualifications:

• Direct, hands-on experience managing major incidents (e.g., serving as the incident commander or primary point of contact).

• Experience in a Network Operations Center (NOC) or IT Operations Center (ITOC) environment.

Soft Skills:

• Clear, concise communicator who can remain calm and direct during high-pressure situations.

• Maturity and reliability are key - must be present, engaged, and focused during working hours.

• Ability to multitask and manage priorities in a fast-paced environment.

• Self-motivated and proactive in problem-solving and follow-through.

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