Job Details

Technology Incident Manager

Location: Cleveland, OH; Albany, NY; or Buffalo, NY preferred. Remote considered. Onsite interview required if selected. Duration: Contract - 12 months Pay Range: $50/hr $56/hr (W2) About BCforward BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.

Job Description

We are seeking a Technology Incident Manager to join our dynamic team. The ideal candidate will have strong experience in enterprise incident response, IT operations, and cross-functional coordination and a proven ability to lead rapid service restoration, minimize business impact, and drive continuous improvement.

Responsibilities:

• Lead identification, assessment, and resolution of critical technology incidents affecting enterprise operations.
• Facilitate and manage virtual incident response calls with technical and business stakeholders.
• Rapidly determine scope and impact, engage appropriate support teams, and manage escalation paths.
• Guide troubleshooting across distributed systems, networks, applications, and mainframes.
• Collaborate with vendors and internal teams to drive resolution and ensure accurate, timely communications.
• Escalate critical issues to senior leadership and provide consistent progress updates.
• Partner with communications teams to deliver timely and accurate incident notifications.
• Conduct post-incident reviews to identify root causes and drive process improvements and documentation updates.
• Maintain and review critical application recovery documentation for accuracy and usability.
• Support continuous improvement of incident detection, response, and recovery processes.
• Participate in production readiness reviews to ensure alignment with incident management protocols.
• Adhere to ITIL-based processes and contribute to incident management metrics and reporting.
• Work overnight shifts as required and participate in a weekend on-call rotation.

Required Skills & Qualifications:

• Proficiency in incident coordination across infrastructure, applications, networks, and mainframes.
• Strong analytical and problem-solving skills with sound decision-making under pressure.
• Clear communication to technical and non-technical audiences, including leadership updates.
• Conflict resolution, stakeholder management, and effective escalation practices.
• Knowledge of business continuity, disaster recovery, and cybersecurity incident handling.
• Familiarity with IT governance, standards, and ITIL processes.
• Documentation discipline for incident timelines, actions, and outcomes.
• 3+ years leading technical projects, incident response, or cross-functional technology initiatives.

Preferred Skills:

• Experience in a high-pressure, 24/7 IT operations or incident management environment.
• ITIL Foundation certification, PMP, or relevant technical certifications.

Education:

Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field, or equivalent experience.

Additional Requirements:

• Overnight work hours may be required. Weekend on-call rotation participation is required.
• Compliance with all policies and procedures, including professional conduct, ethical business practices, avoidance of conflicts of interest, and acting in the best interests of Key s clients and Key.
• Physical demands include general office activities and occasional lifting up to 10 lbs. Occasional travel may include overnight stay.

Why BCforward?

• Competitive compensation and benefits.
• Opportunities for growth with global clients.
• A supportive, inclusive culture that values innovation and people.
• Exposure to cutting-edge technologies and projects.

About Our Commitment

BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.