Job Description
Position Overview The Incident Manager, Mid leads the full lifecycle of IT incidents and service requests to restore normal operations quickly and minimize disruption to mission-critical systems. This role oversees day-to-day execution of the incident management process, ensuring consistent logging, categorization, prioritization, and escalation in alignment with organizational policies and service objectives. The position coordinates cross-functional technical teams, vendors, and stakeholders during active incidents, while driving post-incident reviews and trend analysis to improve resilience and user experience in a federal IT environment. Key Responsibilities Lead daily execution of the incident management process, ensuring incidents and service requests are logged, categorized, prioritized, and escalated consistently in accordance with ITIL-aligned procedures. Serve as incident lead for high-priority events, coordinating technical bridge calls, assigning actions, managing timelines, and maintaining clear ownership until services are fully restored. Utilize IT service management platforms such as ServiceNow or similar tools to manage queues, monitor SLA compliance, produce operational metrics, and identify recurring issues requiring structural fixes. Interpret monitoring alerts and operational dashboards across infrastructure, application, and network domains to validate incidents, assess impact and urgency, and prioritize response activities. Produce and present concise incident communications for technical and business audiences, including impact summaries, real-time status updates, and final incident reports using business-relevant language. Lead structured post-incident reviews, drive root cause follow-up with resolver teams, and track corrective and preventative actions through closure to prevent recurr