Lead Major Incident Manager – IT Command Center

Infinite Computer Solutions; Omaha (NE); On-site; USD 85,000 - 120,000; Full time

Job summary

Infinite Computer Solutions is seeking a detail-oriented Incident Management Sr Professional I to act as Lead Major Incident Manager for high-pressure IT service restoration, coordinating with IT Support and Business teams to minimize client impact during P3/P4 incidents.

The role emphasizes command and control, real-time documentation with MIMIC, and thorough PIRs to drive root cause actions and follow-up tasks, while collaborating across departments to improve incident handling.

Qualifications

• Minimum 1–2 years experience in a Command Center or similar environment.
• Knowledge of Major Incident Management lifecycle.
• Experience documenting incidents and actions clearly.

Responsibilities

• Lead Major Incidents with command and control focus.
• Capture real-time information in MIMIC/Level Set and workstream tool.
• Perform thorough Post Incident Reviews (PIRs) with root-cause owners.
• Coordinate with IT Support and Business teams for timely service restoration.
• Identify opportunities for process improvement and CSI initiatives.
• Communicate effectively with stakeholders throughout lifecycle.

Skills

Communication

Interpersonal skills

Calm under pressure

Command Center tools

Collaboration

Analytical thinking

Written & verbal communication

MS Office & ServiceNow

Education

ITIL Foundation certification

Tools

MS Office (Excel, PowerPoint, Teams)

ServiceNow

Job description

Infinite Computer Solutions is seeking a detail-oriented Incident Management Sr Professional I to act as Lead Major Incident Manager for high-pressure IT service restoration, coordinating with IT Support and Business teams to minimize client impact during P3/P4 incidents.

The role emphasizes command and control, real-time documentation with MIMIC, and thorough PIRs to drive root cause actions and follow-up tasks, while collaborating across departments to improve incident handling.