Major Incident Manager

Infinite Computer Solutions; Berkeley Heights (NJ); On-site; USD 90,000 - 130,000; Full time

Job summary

Infinite Computer Solutions is seeking a seasoned Incident Command Center lead to manage high‑impact IT incidents in a fast paced environment. You will coordinate technical teams, drive rapid service restoration, and keep stakeholders informed throughout the incident lifecycle.

This role requires 1–5+ years in major incident management, strong communication, and calm decision‑making under pressure. Experience with ServiceNow and familiarity with monitoring tools like Splunk or Dynatrace is a

Qualifications

• 1–5+ years in Major Incident Management, Command Center, or IT Operations.
• Strong communication, coordination, analytical, and problem-solving skills.
• Ability to remain calm and make decisions under pressure.
• Experience with ServiceNow; knowledge of Splunk, Dynatrace, ThousandEyes, or Moogsoft is a plus.
• Understanding of IT infrastructure, networking, computing, and data/storage environments.

Responsibilities

• Lead and coordinate P1–P4 major incidents and drive timely service restoration.
• Assess business/client impact and coordinate resolution across IT and business teams.
• Maintain real-time incident documentation using MIMIC, ServiceNow, and related tools.
• Lead Post-Incident Reviews (PIRs) and identify root causes and improvement opportunities.
• Drive communication and collaboration with technical teams and leadership.

Skills

Major Incident Management

Incident Command Center

IT Operations

Communication

Problem Solving

Tools

ServiceNow

Splunk

Dynatrace

ThousandEyes

Moogsoft

Job description

Job Type: Full-Time / W2 (Infinite Computer Solutions)

About the Role

Join a high-performing Incident Command Center team and lead high-impact IT incidents in a fast-paced, mission-critical environment. Coordinate technical teams, drive rapid service restoration, and keep stakeholders informed throughout the incident lifecycle.

What You’ll Do

• Lead and coordinate P1–P4 major incidents and drive timely service restoration.
• Assess business/client impact and coordinate resolution across IT and business teams.
• Maintain real-time incident documentation using MIMIC, ServiceNow, and related tools.
• Lead Post-Incident Reviews (PIRs) and identify root causes and improvement opportunities.
• Drive communication and collaboration with technical teams and leadership.

What You Bring

• 1–5+ years of experience in Major Incident Management, Command Center, or IT Operations.
• Strong communication, coordination, analytical, and problem-solving skills.
• Ability to remain calm and make decisions under pressure.
• Experience with ServiceNow; knowledge of Splunk, Dynatrace, ThousandEyes, or Moogsoft is a plus.
• Understanding of IT infrastructure, networking, computing, and data/storage environments.
• Financial services, banking, or payment processing experience is a plus.

Important

Ability to work 12-hour shifts, including nights, weekends, and holidays.