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Cennox logo
Cennox

Cennox supports the world's leading businesses for all things facilities, security, and technology.

IT Incident Manager

ManagerManagerOtherRemoteSeniorTeam 1,001-5,000Since 2004H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

133 days ago

Salary

60K / year

Seniority

Senior

Bachelor Degree3 yrs expEnglishERP

Job Description

IT Incident Manager

Cennox

• Monitor and triage all incoming support requests logged in various IT tracking systems (e.g., Freshservice, custom issue log, direct requests from stakeholders) • Validate request completeness and ensure all required details are captured • Assess each incident for severity, business impact, and completeness • Determine appropriate priority based on facts provided in the incident • Identify incidents vs. enhancements and route accordingly • Assign incidents to the proper resource or team (IT Support, 3rd Party Partners, ERP/Business Applications) • Confirm resolution quality, validate with requestors, and keep incident tracking systems clean by closing tickets • Analyze incident trends, root causes, and recurring issues; propose problem management initiatives • Partner with teams to improve incident prevention, monitoring, alerting, and automation • Work across all areas of IT: traditional IT support (end-user, infrastructure), software development (applications, integrations), and ERP configuration/support • Collaborate with Product Owners and Business Analysts to align incident handling with business priorities

Job Requirements

  • 3–5+ years of experience in Incident Management or Service Desk
  • Strong understanding of ITIL concepts (Incident, Problem, Change, SLA, Priority/Urgency, CMDB)
  • Proven ability to assess severity, business impact, and ROI to prioritize effectively
  • Excellent communication skills with the ability to coordinate across technical and non-technical stakeholders
  • Strong organizational skills and attention to detail; comfortable managing multiple concurrent incidents

Benefits

  • Rewards for hardworking, innovative, and dedicated employees

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