*Hybrid Contract-to-Hire Opportunity*

Lighthouse Technology Services is partnering with our client to fill their Incident Manager position! This is a 6+ month contract-to-hire opportunity and will be hybrid in Charlotte, NC (2-3 days/week onsite), though remote candidates based in the U.S. will also be considered. This role will be a W2 employee of Lighthouse Technology Services. 

Position Summary

We are seeking an experienced Incident Manager to join our Run Support team. This role is responsible for managing and coordinating the response to high-impact application and infrastructure incidents across the organization's enterprise landscape. The Incident Manager ensures quick resolution, accurate stakeholder communication, and strong post-incident follow-up to minimize business disruption and improve resilience. This position partners closely with support engineers, DevOps/SRE, QA, Product, and leadership to ensure incidents are handled effectively, lessons learned are applied, and operational excellence is maintained.

What You'll Be Doing:

• Lead the response to major incidents, coordinating cross-functional teams.
• Own the incident lifecycle: detection, triage, escalation, resolution, and closure.
• Act as the primary point of contact during high-severity incidents.
• Ensure accurate incident categorization and prioritization.
• Provide timely and clear updates to stakeholders, leadership, and impacted business units.
• Act as the bridge between technical teams and business stakeholders.
• Deliver concise status reporting and facilitate post-mortem reviews.
• Align communications with the Run Support Communication Playbook.
• Drive root cause analysis (RCA) and follow-up corrective actions.
• Partner with engineering and support teams to address recurring issues.
• Maintain and improve incident management processes, escalation paths, and playbooks.
• Identify opportunities for automation, monitoring, and process improvements.
• Track and report on incident volume, MTTR, SLA adherence, and recurrence trends.
• Deliver regular metrics and insights to leadership.
• Contribute to quarterly reviews of incident handling effectiveness.
• Coach and mentor support staff on effective incident management practices.
• Foster a culture of accountability, transparency, and continuous improvement.
• Participate in on-call rotation as the designated Incident Commander.

What You'll Need to Have:

• 4+ years of experience in IT Operations, Application Support, or Incident Management.
• Proven track record leading major incidents in enterprise environments.
• Familiarity with ticketing systems (e.g., Helix) and monitoring tools (e.g., Splunk, Dynatrace, Zabbix, AlertBot).
• Strong communication and stakeholder management skills.
• Solid understanding of ITIL processes (Incident, Problem, Change).
• Strong leadership and facilitation skills.
• Excellent analytical and problem-solving approach.
• Customer-first mindset with a focus on minimizing business impact.
• Ability to remain calm and decisive in high-pressure situations.
• Effective communicator across both technical and business audiences.
• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).

Preferred Qualifications:

• Certifications such as ITIL Intermediate/Expert, PMP, or Certified Incident Manager.
• Experience working with DevOps/SRE teams and distributed systems.
• Experience in regulated or large-scale enterprise environments.

Pay Range: $65-$67/hr

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