Incident Manager

About the role

The Division of Information Technology Services (ITS) at Northeastern University seeks an Incident and Reporting Manager to lead incident lifecycle management, reporting, and major incident coordination for the campus community.

Key responsibilities

• Analyze and improve ITS processes, SOPs, and workflows against KPIs and SLAs.
• Serve as first‑line Major Incident Coordinator, initiating conference bridges, guiding resolution, and conducting post‑incident reviews.
• Develop and maintain reporting dashboards, KPI tracking, and trend analysis for incidents, requests, and service usage.
• Provide training and guidance to ITS teams on ITSM processes and tools.
• Participate in service transition activities, documentation, and self‑service design.
• Support 24/7 business continuity by addressing urgent incidents, security events, and critical outages.

Required profile

• 5+ years of ITSM and reporting experience, preferably in higher education.
• Strong analytical mindset with ability to translate data into actionable insights.
• Excellent communication, facilitation, and organizational skills.
• Willingness to work occasional outside regular hours and on holidays.

Required skills

• ITSM frameworks (ITIL) and tools (ServiceNow).
• KPI and SLA creation, management, and reporting.
• Incident, request, and task lifecycle management.
• Data analysis and reporting using ITSM metrics and call‑center software.