Major Incident Manager

Overview

The Opportunity

Office Locations: NYC (office is near Grand Central), Pittsburgh, Medford, Oregon, Chattanooga, Portland, Maine and Boston. Hybrid:
Must be able to go into one of these offices 2 days/week.

Incident Manager ensures effective communication with management and stakeholders throughout the incident lifecycle, ensuring swift resolution to minimize business disruption. They are responsible for informing all parties of progress and outcomes, maintaining transparency, and managing expectations. Additionally, the Major Incident Manager ensures adherence to established incident management processes, guiding the team in following protocols to resolve incidents efficiently and minimize impact.

• Develop and implement incident management procedures and workflows.
• Coordinate responses to incidents, ensuring timely resolution and minimal impact on services.
• Classify and prioritize incidents based on severity, impact, and urgency.
• Communicate incident status, impact, and resolution progress to stakeholders.
• Conduct post-incident reviews to identify areas for improvement.
• Maintain detailed records of incidents for analysis and auditing purposes.
• Analyze incident trends and implement preventive measures.
• Train and guide team members on incident response protocols.

• Proven track record in managing and resolving major IT incidents
• Previous roles involving team leadership and coordination during high-pressure situations
• Extensive experience with IT systems, networks, and infrastructure
• Strong analytical and problem-solving skills to evaluate project status, risks, and key performance indicators
• Effective written and verbal communication skills, including experience liaising between technology teams and business stakeholders at all levels
• Demonstrated ability to analyze incident trends and implement process improvements

• Strong attention to detail with the ability to track multiple projects and tasks simultaneously
• Effective time management skills and the ability to prioritize work based on project deadlines
• Ability to work independently and collaboratively in a fast-paced, technology-driven environment
• Strong interpersonal skills to establish and maintain effective working relationships with teams and stakeholders
• Proactive mindset, willing to take initiative and solve problems creatively
• Strong organizational and documentation skills, ensuring project consistency and transparency
• Ability to facilitate meetings, take detailed notes, and track action items to completion
• Comfort working with data, generating reports, and providing insights into IT project performance
• Adaptability to changing business needs and ability to manage evolving project requirements
• Experience with incident management tools and software

• Bachelor’s degree in Business, Information Technology, Computer Science, or a related field
• Deep understanding of IT systems, including hardware, software and networking components
• Experience in managing cybersecurity incidents
• Certified in information system security (CISSP or equivalent)
• Strong Project management skills
• Strong knowledge of frameworks like IT Service Management (ITSM) and ITIL

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. Our Total Rewards package includes medical and dental coverage and 401(k) plans, and a wide range of paid time off options as well as a flexible work environment. You’ll also be granted time off for designated ACA Paid Holidays, Summer Fridays, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

We also offer unique benefits such as Student Debt Forgiveness and Pet Insurance.

ACA Group is the leading governance, risk, and compliance (GRC) advisor in financial services. We empower our clients to reimagine GRC and protect and grow their business. Our innovative approach integrates consulting, managed services, and our Compliance Alpha® technology platform with the specialized expertise of former regulators and practitioners and our deep understanding of the global regulatory landscape.

ACA is firmly committed to a policy of nondiscrimination, which applies to recruiting, hiring, placement, promotions, training, discipline, terminations, layoffs, transfers, leaves of absence, compensation and all other terms and conditions of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.