Duty Manager, Incident Command Center

The Incident Duty Manager (IDM) is responsible for leading the enterprise response to high-severity IT incidents ensuring rapid service restoration minimal business impact and clear timely communication to stakeholders and leadership. Operating within the Incident Command Center (ICC) this role provides centralized coordination across technical teams external service partners monitoring functions and SWATS activities. 

The Incident Duty Manager plays a critical role in incident detection escalation command-and-control and post-incident improvement working in alignment with ITIL-based Incident Management practices. This position requires strong leadership under pressure excellent communication skills and the ability to operate effectively in a 24x7 high-availability environment. 

Responsibilities:

Incident Command & Major Incident Management 

• Lead the end-to-end management of Major IT Incidents acting as the primary coordinator from initial detection through resolution and closure. 

• Establish and manage incident bridges ensuring appropriate technical ownership accountability and progress tracking throughout the incident lifecycle. 

• Drive disciplined incident execution aligned to ITIL Incident Management standards including escalation communications and closure requirements. 

Business Impact & Decision Support 

• Engage key decision makers to assist with rapid assessment articulate business impact enabling prioritization escalation decisions and leadership engagement. 

• Provide concise accurate and executive-ready updates to IT leadership and business stakeholders during high-impact events. 

Monitoring Detection & Escalation 

• Maintain situational awareness across enterprise monitoring tools NOC alerts and collaboration channels to identify potential major incidents early. 

• Ensure unaddressed or emerging alerts are escalated appropriately and assigned to the correct resolver teams. 

• Proactively initiate early notifications when conditions indicate a potential escalation to Major Incident status. 

Cross-Functional & Vendor Coordination 

• Coordinate internal IT teams and external service partners ensuring the right technical resources are engaged at the right time. 

• Support effective collaboration between internal technical leaders and vendor-based resolver teams during critical incidents. 

Communications & Stakeholder Engagement 

• Deliver timely consistent and accurate communications to impacted users business partners and leadership. 

• Support incident notification and communications processes using approved enterprise tools and channels. 

• Ensure communications remain aligned with verified technical status and approved messaging. 

Continuous Improvement & Governance 

• Ensure incidents are fully documented including timelines decisions actions and outcomes. 

• Participate in or facilitate post-incident reviews identifying root causes lessons learned and improvement opportunities. 

• Contribute to ongoing refinement of incident management processes tools and training materials. 

Innovation & Automation 

• Identify opportunities to leverage automation analytics and AI-enabled capabilities to improve incident detection response and reporting. 

• Collaborate with relevant teams to recommend enhancements that increase operational efficiency and resilience. 

Qualifications :

Required:

• Bachelors Degree with 6 years experience; Masters Degree with 5 years experience; PhD with 0 years experience.

• Experiencein IT Incident Management Major Incident Management or an equivalent operational leadership role. 

• Strong understanding of ITIL-based service management practices (ITIL certification preferred). 

• Proven experience coordinating and leading major incident bridge calls including the presentation of summaries ensuring identified topics are addressed and supporting cross-team collaboration to identify document and communicate key business details to leaders. 

• Ability to monitor technical discussions document key details for capture and ensure impact and scope assessments are adjusted and communicated appropriately. 

• Good understanding of IT infrastructure: servers networks databases operating systems and cloud environments. 

• Familiarity with monitoring alerting and event management tools. 

• Experience with ITSM tools such as ServiceNow Jira Service Management or similar platforms. 

• Working knowledge of root cause analysis (RCA) methods and post-incident review practices. 

• Understanding of cybersecurity basics incident escalation and service continuity. 

• Ability to read and interpret technical logs alerts dashboards and system metrics. 

• Knowledge of application support infrastructure dependencies and production environments. 

• Familiarity with communication and collaboration tools used during incident bridges and war rooms. 

• Demonstrated ability to lead during high-pressure time-sensitive situations. 

• Excellent written and verbal communication skills with experience providing executive-level updates. 

• Ability to coordinate multiple technical teams and stakeholders across time zones. 

Preferred:

• Experience working in a 24x7 operational or on-call environment. 

• Familiarity with enterprise monitoring alerting and incident communications platforms. 

• Experience supporting or coordinating specialized response teams. 

• Exposure to regulated or highly available enterprise environments. 

• Awareness of AI automation or analytics solutions applied to IT operations. 

• ITIL Foundation or higher ITIL certification 

• ServiceNow Certified System Administrator or other ServiceNow certifications 

• CompTIA Network 

• AWS Certified Cloud Practitioner or other cloud certifications 

• Microsoft Azure Fundamentals or Azure administrator certifications 

• PMP or PRINCE2 for incident coordination and leadership 

Key Competencies:

• Crisis leadership and decision-making 

• Stakeholder and executive communication 

• Operational discipline and attention to detail 

• Collaboration across technical and non-technical teams 

• Continuous improvement mindset 

• Comfortable coordinating with infrastructure application security and vendor teams 

• Detail-oriented with strong analytical skills 

Additional Information :

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: 

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role atthe time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors includinggeographic location and we may ultimately pay more or less than the posted range. This range may be modified in the future. 

• We offer a comprehensive package of benefits including paid time off (vacation holidays sick) medical/dental/vision insurance and 401(k) to eligible employees.

• This job is eligible to participate in our short-term incentive programs. 

Note: No amount of pay is considered to be wages or compensation until such amount is earned vestedand determinable. The amount and availability of  any bonus commission incentive benefits or any other form of compensation and benefits that are allocable to aparticular employee remains in the Companys sole and absolute discretion unless and until paid and may be modified at the Companys sole and absolute discretionconsistent with applicable law. 

AbbVie is an equal opportunity employer and is committed to operating with integrity driving innovation transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled. 

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Work :

No

Employment Type :

Full-time