Major Incident Manager (ITSM)

We are seeking an experienced Major Incident Manager to lead the resolution of critical IT incidents across enterprise systems, applications, and cloud platforms. The ideal candidate will have a strong background in IT Service Management (ITSM), hands-on experience with ServiceNow, and the ability to coordinate incident response across cross-functional teams and third-party vendors. This role is crucial in ensuring rapid service restoration and maintaining service quality as per defined SLAs., Major Incident Management:

• Lead end-to-end resolution for Priority 1 (Critical), Priority 2 (Major), and Priority 3 (High) incidents.
• Drive incident bridges and technical war rooms to restore services as quickly as possible.
• Ensure timely communication and escalation to stakeholders and leadership throughout the incident lifecycle.

Collaboration & Coordination:

• Coordinate with internal IT teams (Infrastructure, Network, Cloud, Security, Applications) and external vendors to drive incident resolution.
• Act as the single point of contact for all high-severity incidents.

ServiceNow Operations:

• Use ServiceNow to log, track, and manage incidents.
• Ensure accurate and timely documentation of incident records, root cause analysis, and resolution steps.
• Generate incident reports and dashboards using ServiceNow and other reporting tools.

Root Cause Analysis & Preventive Actions:

• Conduct post-incident reviews (PIRs) to identify root causes and improvement areas.
• Work closely with Problem Management to ensure preventive measures are implemented.

Change & Risk Coordination:

• Review and assess changes that may have contributed to incidents.
• Participate in Change Advisory Board (CAB) meetings and evaluate risk mitigation steps.

Metrics & Reporting:

• Track and report on metrics such as Mean Time to Restore (MTTR), Mean Time Between Failures (MTBF), and SLA compliance.
• Provide regular incident status updates to executives and technical leadership.

Knowledge Management & CMDB:

• Maintain incident documentation in the Knowledge Base and ensure Configuration Items (CIs) are properly updated in the CMDB.
• Follow ITIL best practices for process and lifecycle management., Project Manager opportunity with Traylor Industrial Founded in 1985, Traylor Industrial is a reputable, quality-driven, turn-key contractor focused on safety, service, and effici…
• 3 days ago +

• 5+ years of experience in IT Service Management or related roles.
• Strong experience in ServiceNow for incident tracking, reporting, and knowledge management.
• Proven ability to manage and lead major incidents under pressure.
• Working knowledge of enterprise IT environments (cloud, network, applications, servers, databases).
• Understanding of ITIL framework and major incident processes.
• Excellent communication, coordination, and problem-solving skills.
• Basic knowledge of Linux/Unix command line (preferred).
• Experience with cloud platforms (e.g., Microsoft Azure, AWS) is a plus.

Preferred Certifications:

• ITIL v3 or v4 Foundation (or higher)
• ServiceNow Certified System Administrator (optional but preferred)

• Atlanta, GA
• $87,600-131,300 per year FORTNA partners with the world’s leading brands to transform omnichannel and parcel distribution operations. Known world-wide for enabling companies to keep pace with digital disru…