Incident Manager Specialist
Position Summary
The Incident Management (IM) specialist is responsible for managing and resolving critical IT incidents that impact business operations for all Accruent products. This role ensures rapid restoration of services, coordinates technical teams, and maintains clear communication with stakeholders throughout the incident lifecycle.
Post-Incident restoral, the Incident Management Specialist will help drive root cause investigations, identifying preventative measures to prevent a recurrence or mitigate any residual risk which may exist alongside our Problem Manager. IM Specialist will be instrumental providing input into processes and planning that drive internal operational improvements.
Key Responsibilities
· Lead and coordinate resolution of major IT incidents to minimize downtime
· Act as the primary point of contact during high-severity incidents
· Ensure adherence to ITIL-based incident management processes and SLAs
· Communicate timely updates to stakeholders and executive leadership
· Facilitate post-incident reviews and document root cause analysis
· Collaborate with Problem Management and Change Management teams to prevent recurrence
· Prepare detailed incident reports and performance metrics for IT leadership
Required Qualifications
· Bachelor’s degree in computer science, Information Technology, or related field
· 3-4 years of proven experience in IT Service Management or similar role
· Strong knowledge of ITIL framework and incident management best practices
· Excellent communication and stakeholder management skills
· Ability to work under pressure and manage multiple priorities in a fast-paced IT environment
Preferred Skills
· Experience with ITSM tools such as ServiceNow or BMC Remedy
· ITIL Foundation or higher certification
· Familiarity with cloud platforms, virtualization, and modern infrastructure technologies
· Lean Six -Sigma Certification
Key Competencies
· Leadership and decision-making under pressure
· Analytical thinking and problem-solving
· Strong organizational and time management skills
About UsFortive Corporation Overview
Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.
We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.
Fortive: For you, for us, for growth.
About the Team
