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:

Bachelor’s Degree with 6 years’ experience; Master’s Degree with 5 years’ experience; PhD with 0 years’ experience.

Experience in 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, vested,and 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 Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion,consistent 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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