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Incident Manager at Northeastern University - ApplyBlast

Incident Manager

Northeastern University

4 months ago

Boston, MA

Hybrid

Full Time

Senior

0 applicants

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About this role

The Incident and Reporting Manager at Northeastern University will oversee IT Service Management (ITSM) workflows, reporting, and trends for incidents and requests within the University IT services environment. This role serves as the first-line Major Incident Coordinator during critical outages, leading collaboration between service managers and communications teams to ensure rapid resolution. The manager is responsible for optimizing internal processes, training teams on new technologies, and delivering actionable insights through data-driven reporting to enhance the service experience for the university community.

Responsibilities

Oversee ITSM workflows and service request management for university systems
Act as first-line Major Incident Coordinator during critical service outages
Develop and maintain dashboards for reporting trends, KPIs, and SLA performance
Optimize internal processes and identify opportunities for operational improvement
Train ITS teams on new technologies and updated service procedures

Skills

Qualifications

Bachelor's degreeITIL certificationServiceNow certification

About Northeastern University

northeastern.edu

Headquarters

Boston, Massachusetts, United States

Company Size

5001-10000 employees

View Profile

Northeastern University is a private, global research university founded in 1898 and known for its emphasis on experiential learning and engagement with industry and communities. It offers a broad range of undergraduate, graduate, and professional programs across fields such as engineering, health, business, computer science, and the social sciences, anchored by a signature cooperative education (co-op) model that integrates classroom study with paid, real-world work experiences. Northeastern operates a network of campuses, research centers, and international partnerships that support interdisciplinary research, entrepreneurship, and applied solutions to societal challenges. The university emphasizes career outcomes, innovation, and global engagement through collaboration with employers, governments, and civic organizations.