Incident Manager - Mainframe Operations (24/7 Onsite)

Maddisoft; Troy (MI); On-site; USD 90,000 - 120,000; Full time

Job summary

Maddisoft is seeking an experienced IT Incident Manager / Operations Support Specialist to provide Level 1 incident management and operational support for critical IT incidents in a 24/7 onsite environment. This role requires strong troubleshooting, monitoring, and coordination with IT teams and vendors.

The successful candidate will monitor IBM mainframe systems, review JCL as needed, and communicate incident status clearly while facilitating timely resolution.

Qualifications

• Minimum 5 years of experience with Microsoft Teams.
• Experience with infrastructure and application monitoring tools such as What’s Up Gold, Pingdom, and PRTG.
• Knowledge of IBM Mainframe environments and mainframe monitoring.
• Familiarity with JCL is preferred.
• Experience with IT incident management, escalation, triage, and tracking.
• Excellent verbal and written communication skills.
• Strong ability to coordinate with technical teams, customers, and third-party vendors.
• Ability to work effectively in a critical, time-sensitive IT operations environment.

Responsibilities

• Function as a Level 1 Incident Manager for critical incidents and events.
• Create, elevate, triage, track, and coordinate incidents through resolution.
• Collaborate with IT teams, customers, and vendors during incident investigation and resolution.
• Monitor infrastructure connectivity, assets, services, and system status using monitoring tools.
• Monitor IBM Mainframe control consoles and review system performance.
• Assist with review and validation of Mainframe JCL as needed.
• Maintain clear, timely communication regarding incident status, escalation, and resolution.
• Perform assigned deliveries and other operational support responsibilities.
• Must be able to lift up to 50 pounds.

Skills

Microsoft Teams

Incident management

Communication

Coordination

Time-sensitive operations

Tools

What’s Up Gold

Pingdom

PRTG

Job description

Maddisoft is seeking an experienced IT Incident Manager / Operations Support Specialist to provide Level 1 incident management and operational support for critical IT incidents in a 24/7 onsite environment. This role requires strong troubleshooting, monitoring, and coordination with IT teams and vendors.

The successful candidate will monitor IBM mainframe systems, review JCL as needed, and communicate incident status clearly while facilitating timely resolution.