{"id":3293497,"url":"https://alion.io/job/infinite-incident-manager","title":"Incident Manager","company":{"id":1886342,"name":"Infinite Computer Solutions","domain":"infinite.com","url":"https://alion.io/company/infinite-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BrassRing","truth_index":{"grade":"B","score":75,"open_postings":33,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":30,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":31000,"max_usd":69000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":755},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"ITIL","optional":true},{"name":"PCI DSS","optional":true},{"name":"Power Automate","optional":true},{"name":"Power BI","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-10-18T00:00:00Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-30T23:16:38Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"description":"Incident Management Specialist\nATM Managed Services | Full Job DescriptionROLE MISSIONDrive service-impacting issues from detection through validated restoration and recurrence prevention using disciplined monitoring, ownership, escalation, vendor coordination, and continuous improvement.\nPosition Summary\nThe Incident Management Specialist proactively manages service-impacting incidents, aged queues, chronic performance concerns, poor-performing ATMs, vendor escalations, and operational outliers across assigned Managed Services portfolios. Operating as an extension of Program Management, the specialist converts exceptions into clearly assigned, tracked, escalated, communicated, and verified recovery actions.The role supports daily, after-hours, weekend, and holiday coverage through a team-based staffing model. Success requires persistence, structured follow-through, sound judgment, clear communication, analytical skill, vendor accountability, and the ability to learn the supported technology and operating model. Prior ATM industry experience is helpful, but not required.\nCore Responsibilities\nIncident Monitoring and Control\nMonitor ATM availability, device health, service-impacting alerts, open calls, aging queues, and operational exceptions using Device Manager and associated monitoring and ticketing tools.\nPrioritize incidents based on customer impact, severity, age, SLA exposure, recurrence, and operational risk.\nFor each managed issue, confirm the owner, next action, target date, blocker, supporting evidence, and update cadence.\nMaintain focused watchlists for aged, chronic, repeating, and low-performing assets; preserve continuity when incidents are canceled, reopened, transferred, or replaced.\nRecovery, Escalation, and Closure\nLead or coordinate critical recovery activity through restoration, including telemetry or transaction validation when applicable.\nApply established escalation paths when ownership, progress, ETA, parts, site access, technical direction, or vendor response is insufficient.\nPrepare concise escalation summaries covering business impact, incident age, completed actions, blocker, current owner, requested decision, and next milestone.\nValidate restoration and corrective-action effectiveness before recommending closure or removal from monitoring.\nVendor and Stakeholder Coordination\nCoordinate service vendors, Help Desk, Program Managers, Network, software, settlement, security, implementation, logistics, cash-management partners, manufacturers, and other resolver groups as needed.\nConfirm dispatch status, technician activity, parts requirements, repair plans, testing, notes, and closure evidence; escalate missed commitments.\nServe as the operational contact for material or aged incidents and communicate technical status in clear, audience-appropriate language.\nProvide Program Managers with timely exception summaries, risk visibility, client-ready detail, and action status.\nProblem Management and Continuous Improvement\nAnalyze incident history, trends, repeat dispatches, ineffective repairs, recurring fault patterns, and chronic conditions.\nSupport root-cause analysis, corrective-action plans, SLA reviews, operational audits, and recurrence-prevention efforts.\nMaintain trackers, dashboards, client scorecards, weekly availability reporting, meeting notes, playbooks, and governance materials.\nRecommend process, automation, and approved AI-assisted improvements that reduce downtime, repeat incidents, avoidable call volume, and administrative effort.\nShift Coverage and Handoffs\nParticipate in assigned day, evening, overnight, weekend, or holiday coverage based on business need.\nProvide complete shift handoffs covering open risks, actions due, vendor commitments, escalation status, and unresolved dependencies.\nAct as backup coverage for Program Management when assigned and manage approved escalations or research requests.\n Required Qualifications\nThree or more years of experience in help desk, service desk, operations support, incident management, technical coordination, NOC operations, vendor coordination, service delivery support, or a comparable environment.\nStrong written and verbal communication, with the ability to summarize technical information for operational, client, and executive audiences.\nDemonstrated ownership, persistence, and ability to drive work without direct authority.\nStrong organizational, multitasking, prioritization, and administrative skills in a time-sensitive environment.\nAnalytical problem-solving, research capability, attention to detail, and sound judgment.\nExperience working with internal support teams, vendors, or third-party service providers.\nProficiency with Microsoft Outlook, Teams, Word, Excel, and PowerPoint; experience maintaining trackers and operational documentation.\nAbility to work independently during assigned shifts and contribute effectively within a team.\nWillingness to learn ATM operations, supported technology, ticketing platforms, SLA concepts, and the Managed Services environment.\nHigh school diploma required; associate or bachelor’s degree preferred.\nAbility to support travel of up to 15%, when required.\nPreferred Qualifications\nExperience in Managed Services or a 24x7 support environment.\nExperience with ServiceNow or a similar ticket-management platform.\nExperience producing operational reports, exception summaries, dashboards, client scorecards, or trend analysis.\nFamiliarity with Power BI, Power Automate, and ATM monitoring or device-management tools.\nKnowledge of ATM hardware and software functions, downtime and response-time measures, service-vendor models, and relevant industry standards such as PCI-DSS, ADA, and EMV.\nPractical experience with approved AI productivity tools for summarization, analysis, documentation, and workflow support.\nITIL Foundation, Lean, Six Sigma, or comparable service-management and continuous-improvement training.\nCore Competencies\nCompetency What Good Looks LikeOwnership and persistenceKeeps issues moving, closes follow-up gaps, and prevents unresolved work from becoming invisible.CommunicationProvides clear updates and asks direct questions that advance resolution.Judgment and prioritizationBalances impact, urgency, age, SLA exposure, customer risk, dependencies, and available resources.Analytical thinkingUses incident and performance data to identify patterns and distinguish isolated symptoms from systemic problems.Collaboration and accountabilityWorks effectively with Program Managers, internal teams, clients, and vendors while maintaining professional, fact-based accountability.Adaptability and learningLearns unfamiliar systems and technical concepts and remains effective as processes evolve.AI-assisted productivityUses approved AI tools responsibly to accelerate analysis, documentation, handoffs, and reporting while validating outputs. Expected Outcomes and Success Measures\nEarlier detection and disciplined prioritization of service-impacting conditions.\nControlled restoration with clear ownership, evidence, escalation, and closure criteria.\nReduction in aged incidents, unresolved outliers, chronic faults, repeat dispatches, downtime, and avoidable call volume.\nImproved SLA control and timely escalation of stalled or high-impact issues.\nGreater vendor accountability, including completion and timeliness of commitments.\nAccurate, useful shift handoffs, trackers, exception reports, dashboards, and status updates.\nStronger partnership with Program Managers and operational teams, enabling greater focus on client strategy and program outcomes.\nResponsible adoption of automation and AI-assisted workflows that improve speed, consistency, and decision support.\nWorking Relationships\nThe Incident Management Specialist collaborates with Program Managers, Help Desk, monitoring, Network, software, settlement, security, implementation, logistics, cash-management partners, ATM manufacturers, field-service vendors, and other internal or external resolver groups. Client interaction is focused on operational updates for material or aged incidents when assigned.Working Conditions\nThis position supports a 24x7 operational environment. Schedule assignments may include daytime, evening, overnight, weekend, and holiday coverage. 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