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# Major Incident Manager # 26-26607

- **Company:** US Tech Solutions, Inc.
- **Location:** United States
- **Experience:** Expert
- **Contract:** Contract
- **Skills:** Microsoft Word, Microsoft Excel, Business Software, Microsoft Outlook, Information Technology Operations, Microsoft Office, Microsoft PowerPoint, Enterprise Software Applications, Servicenow
- **Published:** October 21, 2026
- **Apply:** https://www.dice.com/job-detail/2cd8230e-8f13-4515-909f-e2e24e554538

## About the Role

* A minimum of six (6) years of experience in incident management, problem management, root cause analysis, or a related IT operations function.
 * A minimum of ten (10) years of experience utilizing negotiation, influencing, facilitation, and stakeholder management skills within business or IT environments.
 * Strong organizational, planning, analytical, and problem-solving skills.
 * ITIL Foundation certification and practical knowledge of IT Service Management practices, with a strong focus on Incident and Problem Management.
 * Exceptional attention to detail and the ability to identify, analyze, and resolve complex issues.
 * Strong technical aptitude and an understanding of IT service delivery and operational support functions.
 * The ability to translate complex technical concepts into clear, organized, and actionable information for diverse audiences.
 * Excellent verbal and written communication skills, including experience presenting and facilitating discussions with technical and non-technical stakeholders.
 * Experience working with modern enterprise technologies, including system support, administration, or solution design.
 * Demonstrated success implementing process improvements and driving operational efficiencies.
 * Proven ability to build collaborative relationships with business stakeholders, technology teams, vendors, and leadership at all organizational levels.
 * Strong interpersonal skills with experience engaging engineers, architects, developers, operational teams, and senior leaders.
 * The ability to effectively manage relationships and navigate challenging situations in a fast-paced environment.
 * The ability to remain calm and make sound decisions under pressure during critical incidents.
 * A positive, proactive, and customer-focused approach.
 * Experience using ServiceNow or other IT Service Management (ITSM) platforms.
 * Additional Requirements
 * Availability to support North American business hours.
 * Participation in a rotating on-call schedule to support critical incidents outside of regular business hours.
 * Ability to work effectively within an agile and collaborative work environment., * Strong experience in IT Service Management, including Incident, Problem, and Change Management.
 * Familiarity with enterprise-scale business applications, technology platforms, and support models.
 * Intermediate proficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
 * Experience working in large, complex, and highly regulated technology environments.

## Description

* Ensure incidents are managed through to resolution as quickly as possible through effective coordination of resources, appropriate escalation, and facilitation of meetings.
 * Ensure problems are managed through to resolution using structured problem management practices, effective coordination, and stakeholder engagement.
 * Collaborate with IT service owners and support teams to conduct root cause analysis, develop corrective action plans, and drive completion of remediation activities.
 * Identify opportunities to enhance and mature Incident and Problem Management processes through reviews, lessons learned, and continuous improvement initiatives.
 * Facilitate post-incident and problem review meetings, document outcomes, and develop implementation plans to mitigate future risks.
 * Develop, document, and implement new or revised procedures based on operational findings, performance metrics, and process improvement opportunities.
 * Maintain a comprehensive understanding of technology operations, service delivery processes, and supporting infrastructure.
 * Track and communicate incident and problem management metrics, trends, and recommendations to stakeholders and leadership.