Incident Management Specialist - Remote Opportunity

About the Role

We are seeking an Incident Management Specialist to join our team remotely. In this role, you will be responsible for managing and resolving critical IT incidents that impact business operations for all Accruent products. As an Incident Management Specialist, you will ensure rapid restoration of services, coordinate technical teams, and maintain clear communication with stakeholders throughout the incident lifecycle.

What You'll Do

• Lead and coordinate resolution of major IT incidents to minimize downtime.
• Act as the primary point of contact during high-severity incidents.
• Ensure adherence to ITIL-based incident management processes and SLAs.
• Communicate timely updates to stakeholders and executive leadership.
• Facilitate post-incident reviews and document root cause analysis.
• Collaborate with Problem Management and Change Management teams to prevent recurrence.
• Prepare detailed incident reports and performance metrics for IT leadership.

Requirements

• Bachelor’s degree in computer science, Information Technology, or related field.
• 3+ years of proven experience in IT Service Management or similar role.
• Strong knowledge of ITIL framework and incident management best practices.
• Excellent communication and stakeholder management skills.
• Ability to work under pressure and manage multiple priorities in a fast-paced IT environment.

Nice to Have

• Experience with ITSM tools such as ServiceNow or BMC Remedy.
• ITIL Foundation or higher certification.
• Familiarity with cloud platforms, virtualization, and modern infrastructure technologies.
• Lean Six-Sigma Certification.

What We Offer

• Competitive salary and benefits package.
• Remote work flexibility.
• Opportunities for personal and professional growth.
• Supportive and inclusive company culture.
• Access to resources and coaching for career development.