IT Incident Management Specialist

Role overview

This remote position is based in the United States and is posted through a hiring partner, which will handle applications and the next stages of the process. The role is central to enterprise IT operations and focuses on keeping large-scale systems stable, dependable, and high-performing in support of essential business services.

You will oversee the monitoring, identification, triage, and coordination of responses to IT incidents and system events across a complex technical environment. Working alongside operations, application, and engineering teams, you will help shape and run structured response procedures that reduce downtime and strengthen service continuity. The position calls for strong analytical ability, practical troubleshooting experience, and solid knowledge of monitoring tools and IT service management practices. A major part of the job is also maintaining accurate operational documentation, including escalation paths, dashboards, and system workflows. This is a high-responsibility operational role where accuracy and quick action have a direct effect on service quality and user experience.

Key accountabilities

• Watch over enterprise systems and applications to spot, assess, and coordinate resolution of incidents and operational events.
• Create, revise, and keep current operational materials such as SOPs, knowledge-base articles, escalation steps, and playbooks.
• Assist with setting up and maintaining monitoring dashboards and event-management tools in line with operational expectations.
• Partner with application, infrastructure, and operations groups to keep incident workflows accurate and system visibility strong.
• Review performance patterns and alerts to uncover repeated problems, service slowdowns, and possible failures.
• Make sure business-critical functions, impact assessments, and maintenance windows are properly represented in monitoring systems.
• Check alert quality and refine it to lower false positives and improve operational effectiveness.
• Coordinate cross-team incident response efforts and ensure clear, timely communication during outages or service interruptions.

Requirements

• At least 5 years of background in systems administration, IT operations, or support for enterprise infrastructure.
• Hands-on expertise in IT monitoring, incident handling, and performance analysis within complex environments.
• Practical use of APM and monitoring platforms such as AppDynamics, Dynatrace, Splunk, Aternity, or SolarWinds.
• Minimum 2 years of Splunk experience focused on application monitoring and log analysis.
• Ability to produce and maintain technical documentation, SOPs, and operational playbooks.
• Experience with ITSM platforms such as ServiceNow and enterprise monitoring solutions.
• Strong working knowledge of Microsoft Office tools, including Excel, Word, PowerPoint, and SharePoint.
• Capability to troubleshoot system and application problems across distributed environments.
• Bachelor’s degree in Computer Science, Engineering, Mathematics, or equivalent practical experience.
• Must be eligible to obtain and keep Public Trust or an equivalent clearance.

Benefits and additional information

• Compensation is competitive and aligned with the candidate’s experience.
• Remote work is available anywhere within the United States.
• The position offers the chance to support mission-critical government-related IT systems.
• Exposure to enterprise-scale monitoring and incident management platforms is included.
• There is room for professional growth in IT operations, monitoring, and reliability engineering practices.
• The workplace is described as inclusive and equal opportunity.
• This is intended as a stable, long-term engagement in a high-impact operational environment.

Application and hiring process

Applications are reviewed through an AI-assisted matching process that compares candidates against the role’s core requirements. The system identifies the strongest matches, and that shortlist is passed to the hiring company. Final decisions, interviews, and assessments are managed by the employer’s internal team.

Data processing notice

Submitting an application means acknowledging that personal data may be processed to assess candidacy and share relevant information with the hiring employer. The processing is described as being based on legitimate interest and pre-contractual steps under applicable data protection laws, including GDPR. Applicants may exercise rights such as access, correction, deletion, and objection at any time.

Artificial intelligence tools may be used to support parts of the hiring workflow, including application review, résumé analysis, and response assessment. These tools support the recruitment team but do not replace human judgment, and final hiring decisions are made by people. Additional information about data processing can be requested from the employer.