[Hiring] Incident Management Specialist @C1

Role Description

The Incident Management Specialist is responsible for overseeing the identification, response, and resolution of IT-related incidents to minimize business disruption and ensure service continuity. This role requires strong analytical skills, rapid decision-making, and effective communication to coordinate cross-functional teams during critical events. The specialist ensures incidents are documented, analyzed, and resolved in alignment with organizational policies and service level agreements (SLAs).

Responsibilities

• Monitors, triages, and manages incidents throughout their lifecycle – from detection to closure
• Coordinates cross-functional teams to ensure timely resolution of high-priority or major incidents
• Communicates incident status, impact, and resolution updates to stakeholders and management
• Documents incident details, root causes, and corrective actions in the incident tracking system
• Analyzes incident trends to identify recurring issues and opportunities for process improvement
• Ensures compliance with Service Level Agreements (SLAs) and escalation protocols
• Participates in post-incident reviews to recommend preventative measures and strengthen system resilience

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• 5-7 years in IT Operations, Service Management, or Incident Response
• Strong understanding of ITIL or other ITSM frameworks
• Excellent communication and coordination skills, especially under pressure
• Ability to analyze technical issues and facilitate problem resolution
• Familiarity with incident management tools such as Service Now, Remedy, Ivanti

Desired/Preferred Qualifications

• Experience with monitoring and alerting systems

Benefits

• 401(k) Plan (35% employer match per dollar up to 10% employee contribution)
• Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes member advocacy; and Kaiser)
• RX Home Delivery
• HSA with Employer Contribution
• In-vitro Fertility (treatment coverage)
• Dental
• Vision (2 plans: 12-month and 24-month frames allowance)
• FSA Plans (Healthcare, Dependent Care and Limited Purpose)
• Pre-tax Commuter Plans
• Employer-paid Life Insurance
• Employer-paid Short + Term Disability
• Long Term Disability (2 plans: Employer-paid or optional Self-paid)
• Paid Parental Leave (4 weeks at 100%)
• Employee Assistance Plan
• Voluntary Life Insurance for team member, spouse and child
• Voluntary Accidental Death for team member and spouse
• Legal/ID Theft Plans
• TeleHealth
• Wellness via Omada Health (healthy living solution)
• Travel Assistance
• Business Travel Accident Coverage
• Medical for foreign travel coverage
• Employer-paid Pet Telehealth
• Accident Insurance
• Critical Illness Insurance
• Hospital Indemnity Insurance
• Volunteer Time Off
• 10 Holidays
• Summer Sizzle
• On Demand Pay (Daily Pay)

Work Environment

Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Physical Environment

Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Other Duties/Changes

This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by C1.

EEO Statement

C1 provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status.

Pay Range

$66,000 - $80,000. Base pay ranges are estimated. Actual base pay will be based on education, experience, location, certifications, skill set, and any other relevant factors. Incentive/variable pay opportunities are in addition to base pay.

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