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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Major Incident Manager (ITSM) - **Company:** JKV International - **Location:** Atlanta, GA, United States - **Experience:** Expert - **Salary:** $87,600.0 - $131,300.0 - **Contract:** Permanent contract - **Skills:** Amazon Web Services, Microsoft Azure, Cloud Computing, Configuration Management Databases, Databases, Linux, Issue Tracking Systems, Knowledge Management, Unix Commands, Mttr, Tools for Reporting, Network Server, Servicenow - **Published:** July 20, 2026 - **Apply:** https://www.careerjet.com/jobad/useb9d7c9c5f92c17d19a435ef970d62b8 ## About the Role * 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) ## Description 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 + ## Related Videos - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [What Developers Get Wrong About Application Quality](https://www.wearedevelopers.com/videos/233-what-developers-get-wrong-about-application-quality) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Docker exec without Docker](https://www.wearedevelopers.com/videos/1094-docker-exec-without-docker) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)