Senior Incident Management Specialist

C1 Company Overview

C1: 1 Contact, 1 Connection, 1 Choice

 

C1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.

 

So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is C1.

Overview

Summary

 

The Senior Incident Management Specialist is responsible for serving as a strategic leader responsible for overseeing the end‑to‑end lifecycle of complex and high-impact IT incidents to ensure service continuity and minimize business disruption. This role requires advanced technical expertise, strong leadership, and the ability to coordinate cross-functional teams during critical events. The senior specialist leads major incident responses, drives continuous improvement initiatives, and ensures alignment with ITIL/ITSM frameworks and organizational SLAs. 

Responsibilities

Essential Functions

• Leads and manages high-severity or complex incidents from detection through resolution
• Coordinates and influences cross-functional teams to ensure timely incident recovery
• Serves as the escalation point for incident managers and technical teams during critical outages
• Communicates incident status, impact, and recovery updates to senior leadership
• Oversees documentation of incident timelines, root cause analyses, and corrective actions
• Leads post-incident reviews, identifying process gaps and preventive actions
• Analyzes incident trends and presents insights to leadership to drive system resiliency improvements
• Ensures adherence to SLAs, escalation procedures, and compliance requirements
• Partners with Operations, Engineering, Security, and Service Management to mature incident response capabilities

 

Additional Specific Duties and Responsibilities

• Mentors junior incident managers and provides operational leadership
• Supports readiness exercises and continuous improvement efforts

Qualifications

Required Qualifications

 

• BA Bachelor’s degree in IT, Computer Science, or similar field
• 7–10 years of experience in IT Operations, Service Management, or Incident Response
• Strong knowledge of ITIL/ITSM frameworks and incident response best practices
• Proven ability to lead in high-pressure situations and communicate with executive stakeholders
• Experience with platforms such as ServiceNow, Remedy, or Ivanti

 

Desired/Preferred Qualifications

• Experience developing or maturing an enterprise incident management program
• Experience working with monitoring and alerting systems
• Ability to manage multiple priorities in a fast-paced environment

Additional Information

C1 BENEFITS* 401(k) Plan (35% employer match per dollar up to 10% employee contribution)

* Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes member advocacy; and Kaiser)

* RX Home Delivery

* HSA with Employer Contribution* In-vitro Fertility (treatment coverage)* Dental* Vision (2 plans: 12-month and 24-month frames allowance)* FSA Plans (Healthcare, Dependent Care and Limited Purpose)* Pre-tax Commuter Plans* Employer-paid Life Insurance* Employer-paid Short + Term Disability* Long Term Disability (2 plans: Employer-paid or optional Self-paid)

* Paid Parental Leave (4 weeks at 100%)* Employee Assistance Plan* Voluntary Life Insurance for team member, spouse and child

* Voluntary Accidental Death for team member and spouse* Legal/ID Theft Plans* TeleHealth * Wellness via Omada Health (healthy living solution)* Travel Assistance* Business Travel Accident Coverage

* Medical for foreign travel coverage

* Employer-paid Pet Telehealth* Accident Insurance* Critical Illness Insurance* Hospital Indemnity Insurance* Volunteer Time Off

* 10 Holidays

* Summer Sizzle

* On Demand Pay (Daily Pay)

Work EnvironmentAbility to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.Physical Environment