[Hiring] Senior Incident Management Specialist @ConvergeOne

Role Description

The Senior Incident Management Specialist is responsible for serving as a strategic leader overseeing the end-to-end lifecycle of complex and high-impact IT incidents to ensure service continuity and minimize business disruption. This role requires advanced technical expertise, strong leadership, and the ability to coordinate cross-functional teams during critical events. The senior specialist leads major incident responses, drives continuous improvement initiatives, and ensures alignment with ITIL/ITSM frameworks and organizational SLAs.

Responsibilities

• Leads and manages high-severity or complex incidents from detection through resolution.
• Coordinates and influences cross-functional teams to ensure timely incident recovery.
• Serves as the escalation point for incident managers and technical teams during critical outages.
• Communicates incident status, impact, and recovery updates to senior leadership.
• Oversees documentation of incident timelines, root cause analyses, and corrective actions.
• Leads post-incident reviews, identifying process gaps and preventive actions.
• Analyzes incident trends and presents insights to leadership to drive system resiliency improvements.
• Ensures adherence to SLAs, escalation procedures, and compliance requirements.
• Partners with Operations, Engineering, Security, and Service Management to mature incident response capabilities.
• Mentors junior incident managers and provides operational leadership.
• Supports readiness exercises and continuous improvement efforts.

Qualifications

• BA Bachelor’s degree in IT, Computer Science, or similar field.
• 7–10 years of experience in IT Operations, Service Management, or Incident Response.
• Strong knowledge of ITIL/ITSM frameworks and incident response best practices.
• Proven ability to lead in high-pressure situations and communicate with executive stakeholders.
• Experience with platforms such as ServiceNow, Remedy, or Ivanti.

Requirements

• Experience developing or maturing an enterprise incident management program.
• Experience working with monitoring and alerting systems.
• Ability to manage multiple priorities in a fast-paced environment.

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).