IT Incident and Release Manager

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Position Overview
The IT Incident and Release Manager is responsible for leading the incident management process and managing software releases to ensure system stability and business continuity. This role plays a critical part in minimizing IT disruptions, coordinating cross-functional teams, and optimizing deployment workflows. The ideal candidate is a strategic thinker, effective communicator, and proactive problem-solver who thrives in a fast-paced, high-stakes environment.
Essential Job Functions
Incident ManagementLead the response to IT incidents, ensuring swift resolution and minimal business impact.
Establish and maintain the Incident Management lifecycle, including policies, procedures, and escalation protocols, in alignment with ITIL standards.
Identify, communicate and document the specific individuals, roles, or departments impacted by each incident, and clearly articulate the nature and extent of the impact on each identified party.
Facilitate incident review meetings and ensure documentation of lessons learned and action items.
Conduct root cause analyses and implement corrective and preventive actions.
Provide timely and transparent incident status updates to stakeholders and executive leadership.
Coordinate post-incident reviews and continuous improvement initiatives.
Maintain the incident ticketing system, ensuring accurate categorization, prioritization, and timely closure of incidents.
Coordinate with Problem Management to identify recurring issues and drive long-term solutions.
Provide training and guidance to IT staff on incident response protocols and escalation procedures.
Ensure 24/7 incident response readiness, including participation in on-call rotations or coordination of after-hours support.

Release ManagementPlan, coordinate, and oversee software releases, updates, and patches across environments.
Ensure releases meet quality standards and align with business and operational objectives.
Collaborate with development, QA, and operations teams to streamline deployment processes.
Maintain documentation for release schedules, risk assessments, and rollback strategies.

Process ImprovementContinuously refine incident and release management workflows to enhance efficiency.
Implement automation tools and best practices to reduce manual intervention and errors.
Monitor system performance and proactively address potential issues before they escalate.
Track and report on incident and release metrics to identify trends and drive data-informed improvements.

Requirements
Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.
5+ years of experience in incident management, release management, or IT operations.
Strong knowledge of ITIL frameworks and best practices.
Experience with CI/CD pipelines, DevOps tools, and IT service management platforms.
Excellent communication, leadership, and analytical problem-solving skills.
Preferences
Certifications in ITIL, PMP, or Agile methodologies.
Familiarity with cloud-based infrastructure (e.g., AWS, Azure, GCP).
Experience in high-pressure, fast-paced IT environments.
Exposure to compliance or regulatory environments (e.g., SOX, HIPAA).
Experience designing or implementing a release management platform, including defining workflows, coordinating cross-functional release activities, and ensuring traceability and compliance across environments.
Experience with LaunchDarkly, including implementing targeted, progressive, and guarded rollouts, as well as configuring automatic rollbacks.
Hands-on experience with incident and release management processes using Jira, including creating and managing workflows, issue tracking, and reporting on resolution timelines and stakeholder impact.
Other Skills/Abilities
Ability to maintain confidentiality and adhere to professional standards.
High attention to detail and accuracy.
Strong organizational and multitasking skills.
Commitment to continuous improvement and operational excellence.
Effective time management and ability to meet deadlines.
Physical Requirements
Able to lift equipment from 15 to 25 pounds.
Environment
Perform duties in an office environment or while working remotely during agency operating hours.
Must be able to function in a wide variety of environments which may involve exposure to allergens and other various conditions.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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