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# Major Incident Manager

- **Company:** Kforce Inc.
- **Location:** Shelton, CT, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Monitoring of Systems, Issue Tracking Systems, Information Technology Operations, Knowledge Management, Pattern Recognition, Software Troubleshooting, Documentation System, Information Technology, Pagerduty, Servicenow
- **Published:** August 20, 2026
- **Apply:** https://www.dice.com/job-detail/87b29651-bd20-4e5f-812c-0f6e1ca9df75

## About the Role

* Minimum 5 years of experience in IT Operations, or 2 years of experience in Problem Management
 * Minimum 2 years of experience in IT Incident and Major Incident Management
 * Proven track record of successfully working in fast-paced environments
 * Understanding of IT infrastructure, systems, and troubleshooting methodologies, and root cause analysis methodologies
 * Excellent communication and interpersonal skills, with the ability to communicate effectively under pressure and build consensus and influence stakeholders
 * Demonstrated analytical and problem-solving skills, identifying patterns and developing solutions
 * Working knowledge of ticketing systems, monitoring tools, knowledge management systems, documentation tools, and other ITSM tools
 * Proven experience in executing ITIL-based incident and problem management processes
 * Strong attention to detail and ability to manage multiple priorities effectively
 * Stays current on evolving ITSM practices and technologies, recommending and implementing process enhancements

Desired Skills:

 * Experience with IT service management (ITSM) frameworks and methodologies, such as ITIL v4
 * Experience with ticketing and engagement tools, such as ServiceNow and Opsgenie
 * Strong customer focus and commitment to quality with exceptional communication skills at the executive level, both written and verbal
 * Understanding of customer impact and the ability to influence the momentum of incident response across multiple teams
 * Experience with crisis management
 * Experience with problem management tools and troubleshooting methodologies
 * Passion for continuous learning and staying updated on industry trends across incident, problem, and change management
 * Ability to present complex technical information clearly and concisely to diverse audiences
 * Familiarity with change management/CAB processes, including emergency and latent change procedures

## Description

Kforce has a client that is seeking a Major Incident Manager in Shelton, CT.

Key Tasks:

 * Execute Major Incident Response: Execute escalation procedures and ensure timely action is taken on all reported incidents; Prioritize incidents based on urgency and business impact, coordinating resources and directing efforts towards swift resolution
 * Monitor and track incident progress: Utilize incident management tools to track the status of all open incidents, ensuring resolution within established timeframes and minimizing business disruption
 * Maintain incident response documentation: Maintain clear, concise, and up-to-date incident response procedures and escalation guidelines. Ensure all updates to the documentation are approved and adhere to established protocols
 * Stay informed about emerging trends and technologies: Actively seek out and learn about new incident management tools, methodologies, and best practices; Share your knowledge and expertise with the team and contribute to the continuous improvement of the incident management process
 * Problem Detection and Analysis: Execute proactive and reactive strategies to identify recurring incidents and potential problems; Conduct thorough problem investigations, collaborating with technical teams and stakeholders; Document problem findings and propose solutions in clear and concise reports; Analyze trends and patterns in incident data to determine root causes
 * Solution Implementation and Tracking: Drive the delivery of permanent solutions to address root causes. Prioritize and track progress on resolution plans, ensuring timely completion. Monitor the effectiveness of implemented solutions and adjust as needed
 * Metrics and Reporting: Track key problem management metrics and report on findings to stakeholders; Analyze trends and identify areas for improvement in the problem management process; Present findings and recommendations to senior management and leadership


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