Major Incident Management Specialist

Jobtailor; San Antonio (TX); On-site; USD 100,000 - 140,000; Full time

Job summary

Jobtailor is seeking a Senior Major Incident and Problem Manager to lead end-to-end incident responses for Defense Health Agency facilities in San Antonio. You will coordinate across Event, Problem, Incident, and Service Management teams, document timelines, and drive rapid service restoration.

Apply ITIL4/5 practices, train teams at multiple levels, prepare executive summaries and after‑action reports, and maintain incident data, CIs, and the service catalog.

Qualifications

• Bachelor’s degree with 8 years of experience or 12 years with a high school diploma.
• Must be a US Citizen.
• Public Trust Clearance or ability to obtain one.
• Primary work location in San Antonio, Texas.
• Minimum 8+ years of overall experience in major incident and problem management.
• ITIL4/5 Foundations Certification.
• Ability to work in a fast-paced and stressful environment.
• Ability to work shifts or on call as necessary to support the 24x7 GNOC mission.
• Experience managing critical incidents and problem records within a Call Center environment.
• Experience creating and delivering executive summaries and after-action reports.
• Experience training various groups at various organizational levels.
• Excellent interpersonal, verbal, and written communication skills.
• Knowledge of ITIL4/5 practices and experience with an ITSM solution.
• Problem coordination and root cause determination skills.
• Ability to understand system/solution architectures, Configuration Items (CIs), and related services.
• Technical familiarity with one or more infrastructure or application domains, including local MTF networks, cybersecurity tools, network circuits and VPNs, Active Directory, SaaS/IaaS, end-user services, CommVault, SCCM, or JOMIS/MHS medical application architecture and support.

Responsibilities

• Provide coordinated support for major incident management process components, including outage reporting, documentation, training, investigation, and quality control.
• Facilitate rapid troubleshooting and service restoration for outages affecting Defense Health Agency Military Treatment Facilities.
• Coordinate with Event Management, Problem Management, Incident Management, Service Reporting, infrastructure and operations teams, application owners, and vendors.
• Facilitate service restoration, contact service owners, document troubleshooting steps and root causes, create downtime notifications, and interface with Government Watch Officers.
• Own assigned major incidents end to end and ensure accountability throughout the process.
• Define, manage, and deliver proactive communications plans for major incidents, including conference calls where appropriate.
• Track clearly defined timelines during major incident events.
• Maintain links with Problem Management, facilitate identification of workarounds and known errors, and support post-incident reviews.
• Work with Event Management teams to understand alerts and establish service restoration responses.
• Promote and educate DHA IT resolution teams on major incident management processes and tool steps.
• Collaborate with CommCell and GNOB leadership to maintain operational visibility and alignment.
• Document outage reports, incident details, timelines, and restoration actions accurately.
• Gather incident data, technical notes, service owner feedback, and root-cause-analysis inputs.
• Maintain current contact information, service catalogs, and critical business service references.

Skills

Major Incident Management

Problem Management

Root Cause Analysis

Incident Data Gathering

Service Catalog Maintenance

Configuration Items (CIs) Understand

Technical Familiarity with Infra

Call Center Incident Management

Training Delivery

Documentation of Incident Details

Excellent Communication Skills

Interpersonal Skills

Ability to Work Under Stress

Collaboration Skills

Training Skills

Education

Bachelor’s degree with 8 years of experience or 12 years with HS diploma

Tools

ITSM Solution

CommVault

SCCM

JOMIS/MHS Medical Application

Cybersecurity Tools

VPNs

Active Directory

SaaS/IaaS

Job description

• Provide coordinated support for major incident management process components, including outage reporting, documentation, training, investigation, and quality control
• Facilitate rapid troubleshooting and service restoration for outages affecting Defense Health Agency Military Treatment Facilities
• Coordinate with Event Management, Problem Management, Incident Management, Service Reporting, infrastructure and operations teams, application owners, and vendors
• Facilitate service restoration, contact service owners, document troubleshooting steps and root causes, create downtime notifications, and interface with Government Watch Officers
• Own assigned major incidents end to end and ensure accountability throughout the process
• Define, manage, and deliver proactive communications plans for major incidents, including conference calls where appropriate
• Track clearly defined timelines during major incident events
• Maintain links with Problem Management, facilitate identification of workarounds and known errors, and support post-incident reviews
• Work with Event Management teams to understand alerts and establish service restoration responses
• Promote and educate DHA IT resolution teams on major incident management processes and tool steps
• Collaborate with CommCell and GNOB leadership to maintain operational visibility and alignment
• Document outage reports, incident details, timelines, and restoration actions accurately
• Gather incident data, technical notes, service owner feedback, and root-cause-analysis inputs
• Maintain current contact information, service catalogs, and critical business service references

Requirements

• Bachelor’s degree with 8 years of experience, or 12 years of experience with a high school diploma
• Must be a US Citizen
• Public Trust Clearance or ability to obtain one
• Primary work location in San Antonio, Texas
• Minimum 8+ years of overall experience in major incident and problem management
• ITIL4/5 Foundations Certification
• Ability to work in a fast-paced and stressful environment
• Ability to work shifts or on call as necessary to support the 24x7 GNOC mission
• Experience managing critical incidents and problem records within a Call Center environment
• Experience creating and delivering executive summaries and after-action reports
• Experience training various groups at various organizational levels
• Excellent interpersonal, verbal, and written communication skills
• Knowledge of ITIL4/5 practices and experience with an ITSM solution
• Problem coordination and root cause determination skills
• Ability to understand system/solution architectures, Configuration Items (CIs), and related services
• Technical familiarity with one or more infrastructure or application domains, including local MTF networks, cybersecurity tools, network circuits and VPNs, Active Directory, SaaS/IaaS, end-user services, CommVault, SCCM, or JOMIS/MHS medical application architecture and support

Core Competencies

Demonstrates expertise in Major Incident Management and Problem Management, with a strong focus on proactive communication, service restoration, and collaboration across teams. Proficient in ITIL4/5 practices and experienced in managing critical incidents within a fast-paced environment.

Highest-signal resume keywords

• Major Incident Management
• ITIL4/5 Foundations Certification
• Problem Coordination
• Service Restoration
• Executive Summaries

Hard Skills

• Major Incident Management
• Problem Management
• Root Cause Analysis
• Incident Data Gathering
• Service Catalog Maintenance
• Configuration Items (CIs) Understanding
• Technical Familiarity with Infrastructure
• Call Center Incident Management
• Training Delivery
• Documentation of Incident Details

Soft Skills

• Excellent Communication Skills
• Interpersonal Skills
• Ability to Work Under Stress
• Collaboration Skills
• Training Skills

Certifications & Qualifications

• ITIL4/5 Foundations Certification
• Public Trust Clearance

Industry Keywords

• Defense Health Agency
• Military Treatment Facilities
• 24x7 GNOC Mission
• Outage Reporting
• Service Restoration Responses

Tools & Technologies

• ITSM Solution
• CommVault
• SCCM
• JOMIS/MHS Medical Application
• Cybersecurity Tools
• VPNs
• Active Directory
• SaaS/IaaS