Job Description
Were hiring for a Critical Incident Manager to support a high-impact financial client undergoing a strategic transformation in incident response. This position is located in either Chandler, AZ or Plano, TX and requires 3 days onsite and 2 remote weekly. This role also requires west coast coverage and rotational weekends.
This team is at the heart of managing major technology disruptions that directly affect consumer and wealth management platformsincluding mortgage, cards, deposits, and digital banking applications. You will be support a high-volume environment50,000+ tickets weekly, with a focus on critical production-impacting issues within the organization.
If you thrive in high-pressure environments, can lead with confidence, and have the technical and business acumen to drive resolution across complex systems, this is your opportunity to make a visible impact.
Key Responsibilities
Lead and drive commander calls for major incidentsranging from 5 to 500 participants.
Own the triage process for P1P3 incidents impacting customer experience and business operations.
Quickly assess impact, assign roles, and escalate to appropriate teams (App Dev, L2/L3 Support, Infrastructure).
Communicate clearly and confidently with executive leadership, both verbally and in writing.
Collaborate across organizational boundaries to drive root cause analysis, remediation, and post-incident reporting.
Manage incident lifecycle in alignment with ITIL practicesincluding event, change, and problem management.
Open bridges, update tickets, and coordinate with operations and admin teams.
Support a portfolio of 1,800+ proprietary applications across consumer and wealth platforms.
Rotate coverage across a 24/7 model, including evenings/weekends as needed.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .
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Skills and Requirements
Minimum 5 years of experience in incident management, preferably in financial services or consumer banking.
Strong understanding of ITIL frameworkscertification preferred.
Proven ability to lead high-stakes triage calls and drive resolution under pressure.
Technical aptitude to understand infrastructure issues (network, proxy, storage) and application dependencies.
Business acumen to assess customer impact and prioritize accordingly.
Exceptional communication skillsable to deliver concise updates to executive stakeholders.
Empathy and resilience in high-stress environments; able to support associates managing customer-facing issues.
Monitoring toolsSplunk, AppDynamics, Dynatrace
Ticketing system expertise Remedy, ServiceNow, or JIRA
Networking knowledge/experience
o To understand the root cause of the incident and the right parties to involve to resolve Transitioning to ServiceNow in 2026; experience with ticketing systems is a plus.
ITIL certified
Financial/banking background null
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.