> Markdown version of [/jobs/ext/227148-major-incident-manager](https://www.wearedevelopers.com/jobs/ext/227148-major-incident-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Major Incident Manager - **Company:** Otomeshan technology - **Location:** Wilmington, DE, United States - **Salary:** $100,000.0 - $120,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Amazon Web Services, Microsoft Azure, Bash Shell, Software as a Service, Cloud Computing, Configuration Management Databases, Cyber Security, Databases, Dynamic Host Configuration Protocol, Noise Reduction, Distributed Systems, Domain Name System (DNS), Hyper-V, Identity and Access Management, Python (Programming Language), Linux System Administration, Networking Basics, Routing, Oracle (Applications), Performance Tuning, Windows PowerShell, Ansible, Prometheus, SQL Databases, TCP/IP, Datadog, Data Logging, Scripting, Load Balancing, System Availability, Grafana, Mttr, Firewalls (Computer Science), Amazon Virtual Private Cloud (VPC), Kubernetes, Information Technology, ArcSight Event Correlation, Cloudwatch, Terraform, Ddos, Splunk, New Relic (SaaS), Appdynamics, Dynatrace, Servicenow, Vmware, Microservices - **Published:** May 15, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=b535c78c9594f3e7 ## About the Role Do you have experience in Windows?, * Proven experience leading MIM & NOC Operations teams (shift-based or on-call models). * Strong Incident Commander capability: calm under pressure, structured decision-making, priority trade-offs. * Excellent stakeholder management across technical teams and business leadership. * Ability to build and enforce process discipline (ITIL-aligned), while improving speed and quality. * Strong coaching/mentoring: performance management, skill development, hiring support as needed. * Effective communication: concise executive updates, clear action plans, facilitation of PIR/RCA sessions. * Data-driven mindset: uses metrics and trend analysis to drive operational outcomes. Technical Skills (Must Have): * Monitoring / Observability * Hands-on experience with NOC tooling and observability platforms such as: * Splunk / ELK, Datadog, Dynatrace, New Relic, AppDynamics * Prometheus/Grafana, CloudWatch/Azure Monitor * Strong understanding of event correlation, alert tuning, noise reduction, and dashboarding. * Incident / ITSM Platforms * Strong working knowledge of ServiceNow (Incident, Problem, Change, Knowledge, CMDB) or equivalent ITSM tools. * Experience designing workflows, SLAs/OLAs, routing rules, and automation integrations. * Infrastructure & Platform Breadth * Solid understanding across: * Windows/Linux administration basics * Network fundamentals (DNS, DHCP, TCP/IP, routing, load balancers, firewalls) * Compute/virtualization (VMware/Hyper-V) and storage concepts * Databases fundamentals (SQL/Oracle, replication, performance symptoms) * Cloud fundamentals and operational support for AWS/Azure/GCP: * IAM basics, networking (VPC/VNet), scaling, logging/monitoring, common failure patterns. * Automation & Scripting (Good to Have / Preferred) * Scripting knowledge: PowerShell / Python / Bash * Familiarity with automation tools: Ansible, Terraform, CI/CD operational workflows. * Ability to create/maintain runbook automation and self-healing patterns. * Security & Resilience (Preferred) * Awareness of security operations touchpoints: DDoS symptoms, certificate expiries, IAM issues, endpoint/EDR alerts. * Familiarity with BCP/DR processes, failover testing, and resilience design collaboration. * ITIL / Process Expectations * Strong ITIL understanding across Incident, Problem, Change, Knowledge, and Service Level Management. * Ability to implement governance around: * Change risk assessment, change windows, incident-change correlation * RCA quality, action item tracking, and effectiveness validation, * Bachelor's degree in computer science / IT / Engineering or equivalent experience. * ITIL v4 Foundation (preferred). * Cloud certifications (preferred): AWS/Azure fundamentals or associate level. * Experience in enterprise production environments with stringent availability requirements. * Success Metrics / KPIs * Reduced MTTD and MTTR for P1/P2 incidents. * Improved SLA compliance and reduction in escalation breaches. * Reduced repeat incidents via problem management and preventive actions. * Improved alert quality: lower false positives, better signal-to-noise ratio. * Strong PIR/RCA compliance: on-time RCAs with measurable preventive outcomes. * Improved NOC operational maturity: SOP adherence, shift handover quality, audit readiness. * Nice-to-Have Industry Contexts * Transportation / financial services / healthcare / e-commerce / SaaS environments with high availability targets. * Experience supporting microservices, Kubernetes, and distributed systems ## Description The Major Incident Management & NOC Lead is responsible for end-to-end command and control of the enterprise's 24x7 operational monitoring and incident response. This role leads the MIM and NOC function, drives Major Incident (P1/P2) execution, ensures rapid service restoration, and continuously improves operational maturity through problem management, automation, observability enhancements, and SLA governance., * Major Incident Management (Command & Control) * Own the Major Incident (P1/P2) process from detection to resolution, including war-room leadership, stakeholder updates, and closure. * Act as the Incident Commander and ensure structured triage, containment, workaround, and restoration. * Drive cross-functional coordination (App, Infra, Network, Security, DB, Cloud, Vendor teams) to reduce MTTR. * Ensure high-quality incident communications: executive summaries, impact analysis, ETAs, customer/business comms. * Lead and facilitate Post Incident Reviews (PIR/RCA); ensure actionable corrective/preventive actions (CAPA). * Identify recurring issues and trigger Problem Management with measurable reduction plans. * NOC Leadership & Operations * Lead the NOC team responsible for 24x7 monitoring, alert triage, event correlation, escalation, and ticket quality. * Establish/maintain standard operating procedures (SOPs), runbooks, escalation matrices, and on-call models. * Ensure NOC meets SLAs/OLAs, improves alert fidelity, and reduces noise through tuning and automation. * Manage handover governance between shifts; maintain service continuity and operational hygiene. * Service Reliability & Continuous Improvement * Drive operational improvements: monitoring coverage, SLO/SLA alignment, incident prevention, and resiliency initiatives. * Partner with Engineering/Platform teams on observability strategy, proactive detection, and reliability patterns. * Track and report operational metrics: MTTD, MTTR, incident volume, re-open rate, SLA compliance, and trends. * Support readiness for audits and compliance: evidence collection, process adherence, and risk mitigation. * Stakeholder & Vendor Management * Interface with business stakeholders, service owners, and leadership to provide incident status, risk, and remediation plans. * Manage vendor escalations and ensure timely resolution aligned to contractual SLAs. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [What Developers Get Wrong About Application Quality](https://www.wearedevelopers.com/videos/233-what-developers-get-wrong-about-application-quality) - [WeAreDevelopers LIVE - Chrome for Sale? Comet - the upcoming perplexity browser Stealing and leaking](https://www.wearedevelopers.com/videos/1331-wearedevelopers-live-chrome-for-sale-comet-the-upcoming-perplexity-browser-stealing-and-leaking) - [Generating code with Angular schematics](https://www.wearedevelopers.com/videos/129-generating-code-with-angular-schematics) - [Micro-frontends anti-patterns](https://www.wearedevelopers.com/videos/299-micro-frontends-anti-patterns) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [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) - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Should Tech Managers Be Developers First? Pros and Cons](https://www.wearedevelopers.com/magazine/327-should-tech-managers-be-developers-first-pros-and-cons) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers)