Job Description

• IT Service Management – Incident Manager

  Industry: Financial Services / Banking
  Position Type: Contract-to-Hire
  Location: Multiple Florida Branch Locations (Tampa, Orlando, Jacksonville, West Palm Beach / Boca Raton, and Martin County)

  Position Overview

  A well-established financial services organization is seeking an experienced IT Service Management (ITSM) Incident Manager to support and mature its enterprise incident management processes. This position will play a key role in building and managing a structured incident response framework aligned with ITIL best practices.

  The individual in this role will focus on minimizing business disruption during IT incidents, coordinating cross-functional technical teams, and ensuring rapid service restoration. In addition to handling major incidents, this position will contribute to ongoing process improvements, root cause analysis, and broader ITSM initiatives. This role will also provide backup support for change management and other ITIL-driven processes when needed.

  Key Responsibilities

  Incident Management Leadership

  • Design, implement, and maintain a formal incident management framework across the IT organization.
  • Establish standardized workflows, escalation paths, and severity classifications.
  • Define clear response expectations, communication standards, and resolution timelines.
  • Ensure incident management processes align with ITIL principles and regulatory expectations common in financial services environments.

  Major Incident Coordination

  • Lead the response to high-impact incidents from initial identification through full resolution.
  • Quickly assess business impact and coordinate appropriate technical resources.
  • Facilitate incident response meetings (virtual or onsite) to ensure efficient resolution.
  • Provide clear and timely updates to business stakeholders, IT leadership, and executive teams.
  • Maintain detailed documentation and produce post-incident reports that highlight root causes and corrective actions.
  • Ensure lessons learned are captured and used to strengthen future response processes.

  Problem Management

  • Lead root cause investigations for recurring or high-impact incidents.
  • Work with infrastructure, application, and engineering teams to implement long-term solutions.
  • Maintain and update a repository of known issues and permanent fixes.
  • Identify trends and recurring patterns to reduce future incidents.

  ITSM Process Support

  • Provide backup support for IT change management activities, including participation in change review meetings and risk evaluations.
  • Assist with other IT service management processes when required, including configuration management, release coordination, and knowledge management.

  Reporting & Continuous Improvement

  • Monitor incident metrics and recommend improvements to reduce resolution times and improve service stability.
  • Utilize ITSM tools and reporting dashboards to track key performance indicators and service level commitments.
  • Support training efforts to help IT teams follow consistent incident response procedures.

  Compliance & Risk Awareness

  • Ensure incident response practices support regulatory and security requirements typical within the banking and financial services industry.
  • Maintain strong documentation and process discipline to support audits and internal governance standards.

  Qualifications

  Education & Certifications

  • Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).
  • ITIL Foundation certification required; advanced ITIL certifications are a plus.
  • Experience with enterprise ITSM platforms (such as ServiceNow) strongly preferred.

  Experience

  • Minimum of 5 years of experience working in IT Service Management.
  • At least 3 years of direct experience focused on incident and problem management.
  • Demonstrated experience coordinating major incidents in enterprise environments.
  • Experience working in financial services or other highly regulated industries is highly preferred.
  • Familiarity with ITIL processes including change management, configuration management, and release management.

  Skills & Strengths

  • Strong leadership and facilitation skills in high-pressure situations.
  • Excellent communication skills, including the ability to interact with executive-level stakeholders.
  • Solid understanding of enterprise IT environments (infrastructure, applications, cloud platforms, and security).
  • Strong analytical and problem-solving abilities with a focus on identifying trends and long-term improvements.
  • Ability to manage multiple priorities in a fast-paced environment.

Desirable Skills:

• Experience with IT service management tools.

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