Incident Manager

We are seeking an experienced Incident Manager (IT Service Management) to lead the coordination, resolution, and continuous improvement of IT service disruptions within a complex enterprise environment. This role plays a critical part in ensuring service stability, operational excellence, and strong communication across IT and business stakeholders.

The ideal candidate is a confident communicator, trusted advisor, and process-driven leader who thrives in high-visibility situations. You will oversee major incident response
, drive problem and change management
, and help mature ITSM practices using industry frameworks such as ITIL, COBIT, and SOX
. This is a hands‑on role for professionals who enjoy improving how organizations respond, recover, and learn from incidents.

• Lead and manage high‑priority major incidents
  , coordinating cross‑functional resolver teams to restore service quickly and effectively
• Serve as the primary incident communication lead, providing clear, timely updates to technical teams, business partners, and leadership
• Perform impact and risk analysis for high‑risk changes to ensure customer and service impacts are fully understood
• Own the problem management lifecycle
  , including root cause analysis, corrective action planning, and executive‑level reporting
• Proactively analyze incident trends and patterns to identify systemic issues and drive continuous improvement
• Provide guidance, coaching, and training on ITIL and ITSM processes across IT teams
• Assess process compliance and maturity, recommending enhancements to improve adoption and operational performance
• Monitor and report on service level performance
  , delivering insights and recommendations to senior IT leadership
• Support configuration, incident, change, problem, and service level management process improvements

• Proven experience in Incident Management, IT Service Management (ITSM), or Major Incident Management
• Strong working knowledge of ITIL v3 or v4 (ITIL Foundations certification required)
• Experience applying IT governance frameworks such as COBIT and SOX
• Demonstrated ability to analyze data, metrics, and trends to improve service performance
• Excellent verbal and written communication skills with the ability to tailor messaging to technical and non‑technical audiences
• Strong organizational, prioritization, and time management skills in fast‑paced environments
• Experience building trusted relationships with IT teams and business stakeholders
• Ability to deliver polished, executive‑level presentations and reports

• Hands‑on experience with Service Now ITSM or similar service management tools
• Advanced ITIL certifications (Managing Professional, Strategist, or equivalent)

At Seneca Resources, we are more than just a staffing and consulting firm — we are a trusted career partner. With offices across the U.S. and clients ranging from Fortune 500 companies to government organizations, we provide opportunities that help professionals grow their careers while making an impact. When you work with Seneca, you’re choosing a company that invests in your success, celebrates your achievements, and connects you to meaningful work with leading organizations nationwide.

We take the time to understand your goals and match you with roles that align with your skills and career path. Our consultants and contractors enjoy competitive pay, comprehensive health, dental, and vision coverage, 401(k) retirement plans, and the support of a dedicated team who will advocate for you every step of the way. Seneca Resources is proud to be an Equal Opportunity Employer, committed to fostering a diverse and inclusive workplace where all qualified individuals are encouraged to apply.