Incident Manager

TEKsystems
$58.00 - $73.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, California, Cupertino
Jul 17, 2025
Description Incident & Problem Manager *This position requires on-call work, 2x per month* With strong collaborative skills, you will work on the Service Operations team alongside SREs, Developers, and business partners with the express goal of rapid incident resolution in the event of a service outage or degraded customer experience. You will be expected to communicate the status of an incident, both internally and externally, influence technical specialists and organizational leaders, and be the single point of contact for the incident. The Incident & Problem Coordinator must excel at situational appraisal, problem analysis, troubleshooting methodologies, and communications. Key Qualifications - Experienced in major incident response and triaging problems related to critical services and infrastructure; exhibiting ownership in the investigation and resolution of incidents. - Demonstrated excellence communicating effectively under pressure, including partner engagement and escalations, crafting high quality stakeholder updates; ensuring communications are timely and meaningful. - Experienced as driver or leading contributor in post-incident review and root cause analysis; using five Whys and other methods to develop action items and lessons learned. - Depth of knowledge and understanding of incident and problem management KPIs, metrics, and tooling; capturing critical incident data accurately and transforming those metrics into valuable operational and business insights. - Proactive and curious; analysis of trends in incident and problem reports to assist in eliminating recurring incidents, surfacing problems before they become critical, and increasing overall efficiency. - Multi-Language Proficiency in Mandarin, Japanese, English (applicable to APAC roles only) Additional Tooling/Skills (helpful but not required) Splunk log aggregation and analysis Ticket tracking via ServiceNow, Jira, or similar Data analysis and visualization using Excel, Numbers, Tableau or similar Very high attention to detail. Very strong written communication and documentation skills. Pay and Benefits* The pay range for this position is $58.00 - $73.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Cupertino,CA. Application Deadline This position is anticipated to close on Jul 30, 2025. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.