Senior Incident Management Specialist
C1, Bloomington, MN, United States
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. We are 100% passionate about designing, implementing, managing and supporting our customers' every need from end to end so that they can focus on what they do best. If you want to join a team of IT and communications technology pros empowered to do what they do best, your best choice – your #1 choice – is C1.
Summary The Senior Incident Management Specialist is responsible for serving as a strategic leader 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
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
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
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 C are 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 Environment Ability 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 Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.
Other Duties/Changes This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by C1.
EEO Statement C1 provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. For further details, please view the EEO Policy Statement ( EEO Policy Statement ) and/or the current version of the workplace poster ( https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf ; https://www.eeoc.gov/poster ).
Pay Range $80,000 - $110,000
Base pay ranges are estimated. Actual base pay will be based on education, experience, location, certifications, skill set, and any other relevant factors. Incentive/variable pay opportunities are in addition to base pay.
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Summary The Senior Incident Management Specialist is responsible for serving as a strategic leader 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
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
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
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 C are 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 Environment Ability 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 Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.
Other Duties/Changes This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by C1.
EEO Statement C1 provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. For further details, please view the EEO Policy Statement ( EEO Policy Statement ) and/or the current version of the workplace poster ( https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf ; https://www.eeoc.gov/poster ).
Pay Range $80,000 - $110,000
Base pay ranges are estimated. Actual base pay will be based on education, experience, location, certifications, skill set, and any other relevant factors. Incentive/variable pay opportunities are in addition to base pay.
E-Verify E-Verify
Right to Work Right to Work Poster
#J-18808-Ljbffr