Major Incident Manager

The Major Incident Manager will coordinate and recover major outages impacting IT systems and services. Operating within a 24x7 team, the role focuses on monitoring, incident resolution, communication, and continuous improvement of incident management processes. The position requires active collaboration with IT teams, vendors, and management to ensure efficient recovery and minimize the impact of outages., * Monitor Service Desk ticket queues, system alerts, and escalations to identify trends or outages.

• Act as the primary contact for incident escalations and service issues.
• Lead incident management processes, determining impact and prioritization.
• Communicate operational issues and recovery updates to stakeholders.
• Coordinate troubleshooting and recovery efforts with support teams and vendors.
• Document issues, recovery activities, and resolutions in incident timelines.
• Update outage information in management tools for tracking and reporting.
• Provide suggestions to reduce incident severity and frequency.
• Participate in Post-Incident Review Meetings and technical change advisory board meetings.
• Manage and communicate weekend maintenance windows and military pay bridge activities.
• Prepare and publish operational status reports and morning updates.

Incident Management, Information Technology & Information Systems, Microsoft Windows Azure, Mainframe Computer, Middleware, Incident Management, Continuous Improvement, Technical Support, Process Improvement, Customer Support/Service, * Bachelors Degree in a related field or equivalent combination of education, training, and experience required.

• Extensive IT experience in hardware, infrastructure protocols, or key areas like mainframe, networking, middleware, or Azure.

• Green card/USC Required - no sponsorship., * Bachelors Degree in a related field or equivalent experience.
• Extensive IT experience in areas such as mainframe, networking, middleware (Websphere), or Azure.
• Proven experience leading incident bridge calls from triage to recovery.
• Demonstrated ability to lead in fast-paced, large enterprise environments.
• Strong research, analytical, problem-solving, and organizational skills.
• Excellent interpersonal, verbal, and written communication skills.
• Practical experience in incident management processes.

Desired Qualifications:

• ITIL v3 or v4 Foundations Certification.
• CCNA or networking-related training and certifications.
• Middleware or Azure-related training and certifications.

• Night shift position (6:00 PM - 6:00 AM).
• Rotating two-week schedule:
• Week 1: Work Mon-Tues, Off Wed-Thurs, Work Fri-Sun.
• Week 2: Off Mon-Tues, Work Wed-Thurs, Off Fri-Sun.
• Contractors are expected to work every other weekend and some holidays.