Lead Major Incident Manager - IT Command Center

Infinite Computer Solutions; Berkeley Heights (NJ); Presencial; USD 90 000 - 130 000; Tempo integral

Resumo da oferta

Infinite Computer Solutions is seeking a detail-oriented Major Incident Manager to lead critical IT service restoration efforts in a high-pressure environment. You will work with IT and business teams to minimize client impact during major incidents and drive strong incident response and resolution processes.

The role requires coordinating with command center tools, conducting PIRs, and driving continual service improvement across the incident lifecycle.

Qualificações

• Minimum of 1–2 years in a Command Center or similar environment.
• Understanding of the Major Incident Management lifecycle.

Responsabilidades

• Command and Control: ensure the highest level of command and control for all Major Incidents with emphasis on impact assessment and swift restoration.
• MIMIC: capture and document real-time information in Level Set and Workstream tools, including fix attempts, infrastructure details and impact.
• Post Incident Reviews: perform thorough PIRs with root cause owners and document opportunities as tasks for follow-up.
• Collaboration: coordinate with departments and stakeholders for seamless communication during the Major Incident lifecycle.
• Process Improvement: identify opportunities to improve Major Incident Management efficiency.
• Continual Service Improvement: participate in CSI initiatives to streamline the Major Incident lifecycle.

Conhecimentos

Communication

Under pressure

Decision making

MS Office

ServiceNow

Team collaboration

Analytical skills

Problem solving

Ferramentas

ServiceNow

MS Office

Descrição da oferta de emprego

Infinite Computer Solutions is seeking a detail-oriented Major Incident Manager to lead critical IT service restoration efforts in a high-pressure environment. You will work with IT and business teams to minimize client impact during major incidents and drive strong incident response and resolution processes.

The role requires coordinating with command center tools, conducting PIRs, and driving continual service improvement across the incident lifecycle.