Service Delivery Incident Manager

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

Job Title: Service Delivery Incident Manager (SDIM)

Location: Remote 
Company: New Era Technology
Job Type: Full-Time
Experience: 10+ Years
Shift: EST Time Zone Coverage

About Us

At New Era Technology, we deliver innovative technology solutions and services that empower businesses worldwide. As a trusted global provider of IT services and solutions, our mission is to deliver high-quality services that improve operations, reduce costs, and enhance end-user experience.

Role Summary

We are looking for an experienced and dynamic Service Delivery Incident Manager (SDIM) to lead and oversee incident management operations. This role is responsible for restoring normal service operations swiftly while minimizing the impact on business processes. You will lead a team of IT support engineers, manage client escalations, implement process improvements, and ensure adherence to service level targets (SLTs).

Key Responsibilities

Team Management

• Lead, coach, and manage a team of IT support engineers.

• Conduct regular team meetings and performance reviews.

• Foster a culture of accountability, collaboration, and high performance.

Incident & Escalation Management

• Oversee the end-to-end lifecycle of incidents—from identification to resolution and closure.

• Coordinate across teams to resolve Critical and High-Priority tickets swiftly.

• Ensure efficient triaging and prioritization of alerts based on business impact.

• Maintain industry-standard practices in Incident, Problem, and Triage Management.

Client Relationship & Escalation Handling

• Act as the primary escalation point for high-impact client incidents.

• Ensure timely communication and resolution within agreed SLTs.

• Build and maintain strong relationships with clients through professional communication.

Support Operations & Continuous Improvement

• Monitor ticketing systems (preferably ConnectWise) to ensure issue resolution quality and timeliness.

• Participate in regular process reviews and implement continuous improvements.

• Track and report on key performance indicators (KPIs) to improve service delivery.

• Maintain up-to-date process documentation and SOPs.

Technical Leadership

• Provide hands-on technical support for complex issues.

• Stay current with industry trends and ensure your team’s skills are up to date.

• Collaborate cross-functionally to ensure seamless support delivery.

Required Skills & Competencies

• Strong leadership and team development skills.

• Excellent verbal and written communication.

• Ability to prioritize and manage a high volume of tickets.

• Commitment to delivering exceptional customer service.

• Broad technical expertise across operating systems, networks, applications, and SaaS platforms.

• Accountability, ownership, and adaptability in a fast-paced environment.

Qualifications & Experience

• Bachelor’s degree in IT, Computer Science, or related field.

• 10+ years in IT support or incident management, with at least 2 years in a leadership role.

• Deep understanding of IT infrastructure and service delivery processes.

• Experience with Managed Service Providers (MSP) is a strong plus.

• Proficient in ticketing systems (ConnectWise preferred).

• ITIL certification is a plus.

Work Hours & Expectations

• Full-time position (40 hours/week).

• Core working hours aligned to Eastern Standard Time (EST).

• Participation in on-call rotation for escalations as needed.

• Occasional overtime may be required during critical incidents.

Ready to Apply?

Send your updated resume to:
📧 madhava.mallela@neweratech.com

Make a meaningful impact by ensuring IT service continuity for customers across the globe. Join us at New Era Technology, where innovation meets excellence.

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