Major Incident Manager

BCforward; Charlotte (NC); On-site; USD 73,000 - 104,000; Full time

Job summary

BCforward is seeking a Major Incident Manager / Incident Manager / ITSM Operations Analyst for a 9-month contract in the EET APS domain. The ideal candidate will lead triage of major incidents, coordinate cross-functional bridge calls, and drive timely service restoration while communicating updates to senior leadership.

Proficiency with ITSM tools (Remedy, ServiceNow), ITIL practices, and strong written and verbal communication are essential.

Qualifications

• Strong knowledge of Major Incident Management processes and ITIL practices.
• Experience with ITSM ticketing in Remedy and ServiceNow.
• Calm facilitation and troubleshooting during high-severity events.
• Excellent written and verbal communication for executive updates.

Responsibilities

• Lead triage of Major Incidents across the application portfolio and drive timely service restoration.
• Facilitate cross-functional bridge calls with support teams and senior leadership.
• Open, manage, and track Incident and Problem tickets in ITSM platforms.
• Own production issues end to end and coordinate remediation plans and risk management.
• Review and improve knowledge content for technical teams and end users.
• Communicate clear status updates to stakeholders.
• Partner with regional teams to coordinate response and recovery.
• Prioritize and manage multiple incidents and deliverables.

Skills

Major Incident Management

ITIL practices

ITSM

Remedy

ServiceNow

Cisco Webex

Mattermost

NEWS paging

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Tools

Remedy

ServiceNow

Cisco Webex

Mattermost

NEWS paging

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Job description

Job Title: Major Incident Manager / Incident Manager / ITSM Operations Analyst

Duration: Contract - 9 months

Pay Range: $64.52/hr (W2)

Job ID: 410515

About BCforward

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.

Job Description

We are seeking an Major Incident Manager / Incident Manager / ITSM Operations Analyst to join our dynamic team supporting the EET APS Domain Operations group. The ideal candidate will have strong experience in major incident management, ITIL processes, and enterprise triage facilitation, and a proven ability to restore services quickly and communicate concise updates to senior leadership.

Responsibilities:

• Lead triage of Major Incidents across the EET APS application portfolio and drive timely service restoration.
• Facilitate cross-functional bridge calls with multiple support teams and senior leadership.
• Open, manage, and track Incident and Problem tickets in ITSM platforms.
• Own production issues end to end and coordinate remediation plans and risk management.
• Review and improve knowledge content for technical teams and end users.
• Communicate clear, concise written and verbal status updates to stakeholders.
• Partner with AMRS and regional support teams to coordinate response and recovery.
• Prioritize and manage multiple concurrent incidents and deliverables.

Required Skills & Qualifications:

• Strong knowledge of Major Incident Management processes and ITIL practices, including Problem Management.
• Proficiency with ITSM tools such as Remedy and ServiceNow for Incident and Problem ticketing.
• Calm facilitation and troubleshooting skills during high-severity events.
• Effective communication skills, including meeting leadership and executive-ready written updates.
• Experience with Cisco Webex bridge lines and breakout sessions, Mattermost documentation, and NEWs paging.
• Proficiency with Microsoft Excel, Word, and PowerPoint.
• 3 to 5 years of technology experience with ITIL and ITSM.

Preferred Skills:

• Prior experience working across large banking or financial services environments.
• Familiarity with regional operations and collaboration with AMRS and global partners.

Why BCforward?

At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:

• Competitive compensation and benefits
• Opportunities for growth with global clients
• A supportive, inclusive culture that values innovation and people
• Exposure to cutting-edge technologies and projects

About Our Commitment

BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.