Technology Incident Manager

Genesis10 is currently seeking a Technology Incident Manager - Hybrid position with a Major Financial Institution located in Cleveland, OH, Albany, NY, or Buffalo, NY. This is a 12+ month contract opportunity.

The Incident Manager is responsible for leading the timely restoration of critical business services impacted by technology disruptions. This role manages cross-functional investigative teams and facilitates resolution of enterprise-level incidents through strong leadership, technical insight, and effective communication. The Incident Manager ensures that all incident response activities are executed efficiently, with a focus on minimizing business impact and improving system stability. This position requires 24/7 support, including overnight work hours and participation in a weekend on-call rotation.

Responsibilities

Lead the identification, assessment, and resolution of critical technology incidents affecting enterprise operations

Facilitate and manage virtual incident response calls with diverse technical and business stakeholders

Quickly assess the scope and impact of incidents and determine the appropriate support teams and escalation paths

Guide troubleshooting efforts across multiple technology domains, including distributed systems, networks, applications, and mainframes

Collaborate with vendors and internal teams to drive resolution and ensure accurate, timely communication

Escalate critical issues to senior leadership and provide consistent progress updates

Partner with the communications team to ensure incident notifications are timely and accurate

Conduct post-incident reviews to identify root causes, process improvements, and documentation updates

Maintain and review critical application recovery documentation for accuracy and usability

Support continuous improvement initiatives to enhance incident detection, response, and recovery processes

Participate in production readiness reviews for critical projects to ensure alignment with incident management protocols

Adhere to ITIL (Information Technology Infrastructure Library)-based processes and contribute to the development of incident management metrics and reporting

Requirements

Bachelor's degree in information technology, Computer Science, Business Administration, or a related field or equivalent experience

3+ years of experience leading technical projects, incident response efforts, or cross-functional technology initiatives

Familiarity with enterprise IT infrastructure and application ecosystems

Ability to oversee and coordinate the response to unplanned service disruptions, ensuring timely restoration of services and minimizing business impact

Experience making critical decisions, maintaining control, and ensuring continuity of operations during high-impact, time-sensitive events

Ability to clearly and effectively convey information across technical and non-technical audiences, especially during high-pressure situations

Ability to analyze complex issues, identify solutions quickly, and make sound decisions based on logic, data, and situational awareness

Must be able to work overnight shifts and participate in a weekend on-call rotation

Desired skills

Experience in a high-pressure, 24/7 IT operations or incident management environment

ITIL (Information Technology Infrastructure Library) Foundation certification

Incident management, project management (e.g., PMP), or technical discipline certifications

Pay range: $50.00 - $56.00 per hour

Only candidates available and ready to work directly as Genesis10 employees will be considered for this position.

If you have the described qualifications and are interested in this exciting opportunity, please apply!

Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.

For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with Genesis10:

Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.

The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.

Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)

Behavioral Health Platform

Medical, Dental, Vision

Health Savings Account

Voluntary Hospital Indemnity (Critical Illness & Accident)

Voluntary Term Life Insurance

401K

Sick Pay (for applicable states/municipalities)

Commuter Benefits (Dallas, NYC, SF, and Illinois)

For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website.

Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.