Major Incident Manager

Finezi Inc.; Fairfield (CA); Hybrid; USD 90,000 - 120,000; Full time

Job summary

A technology solutions company in Fairfield, CA, is looking for a Major Incident Manager. This hybrid role involves managing IT network systems, driving process improvement, and acting as a liaison among technical teams and business stakeholders. Candidates should have a background in IT network operations, project management, and relevant certifications such as Agile and ITIL. The position requires strong analytical skills and excellent communication abilities, promoting innovation and continuous improvement in IT services.

Qualifications

• Minimum 2+ years of relevant experience in IT network operations, business process improvement, or product ownership.
• Strong project/program management skills.
• Proficiency in process improvement methodologies.

Responsibilities

• Perform data analysis and manage incident, problem, and change management processes.
• Analyze, design, and optimize business processes for improvement.
• Act as primary liaison between stakeholders and technical teams.

Skills

Network protocols

Software applications

Root cause analysis

Excellent communication

Leadership

Microsoft Excel

Microsoft Word

Education

High School Diploma/GED

Bachelor’s degree in information technology or related field

Tools

Agile methodologies

ITIL

Lean Six Sigma

Ticket management systems

Job description

Direct message the job poster from Finezi Inc.

*LOCAL CANDIDATES ONLY* The role is hybrid.

Job Summary

This role is responsible for ensuring the effective operation, improvement, and delivery of IT network systems, business processes, and technology products. The position combines network monitoring and incident management, process improvement, and product ownership to deliver high-quality IT services and solutions. The incumbent acts as a liaison between technical teams, business stakeholders, and end-users, driving continuous improvement, innovation, and alignment with organizational goals.

Key Responsibilities

Network Operations & Incident Management

• Perform data analysis
• Apply run‑book procedures and technical skills to resolve incidents, escalating as needed.
• Manage incident, problem, and change management processes, including ticketing, notifications, and technical bridges.
• Perform data analysis, trending, and root cause analysis for network and application issues.
• Implement and support upgrades, maintenance, and continuous improvement initiatives for network operations.
• Document problems, solutions, and process improvements for future reference.

Process Improvement & Standards Management

• Analyze, design, and optimize business processes, identifying gaps and opportunities for improvement.
• Develop, implement, and maintain enterprise standards, policies, and procedures.
• Facilitate cross‑functional project teams and lead process improvement initiatives.
• Develop and track metrics for process performance and improvement.
• Provide consultation and training on process improvement methodologies (e.g., Lean Six Sigma, ITIL).
• Conduct benchmarking, cost/benefit analysis, and best practice research.

Product Ownership & Delivery

• Act as the primary liaison between stakeholders, technical teams, and end‑users.
• Lead projects of varying complexity, ensuring alignment with business needs and technical integrity.
• Provide product feedback and customer insights to support development and continuous improvement.
• Build and maintain relationships to act as a customer proxy and influence outcomes.
• Mentor and coach team members, fostering a culture of engagement, learning, and innovation.
• Lead or participate in special projects, audits, compliance, and remediation efforts.
• Communicate effectively with all levels of the organization, including senior leadership.

Required & Desired Qualifications

Education

• Minimum: High School Diploma/GED or equivalent experience.
• Desired: Bachelor’s degree in information technology, Business, Engineering, or related field; Master’s degree preferred for advanced roles.

Experience

• Minimum: 2+ years of relevant experience in IT network operations, business process improvement, or product ownership (depending on level).
• Desired: Experience in Agile environments, ticket management systems, and large‑scale or enterprise‑wide projects.

Licenses/Certifications

• Desired: Agile Certification, Lean Six Sigma (Green Belt or higher), ITIL certification, CCNA or other relevant networking certifications, Project Management Institute (PMI) certification, CompTIA A+, or equivalent.

Knowledge, Skills, and Abilities

• Strong knowledge of network protocols, software applications, and operating systems.
• Proficiency in process improvement methodologies (Lean, Six Sigma, ITIL).
• Ability to analyze data, perform root cause analysis, and develop solutions.
• Excellent communication, organizational, and leadership skills.
• Ability to build partnerships, influence change, and deliver multi‑mode communications.
• Competency in project/program management and technical documentation.
• Ability to work independently or as part of a team, manage multiple assignments, and adapt to changing priorities.
• Advanced proficiency in Microsoft Excel and Word.

Supplemental

• Availability to work varied shifts in a 24/7 operations environment.
• Willingness to travel as needed for meetings, training, or fieldwork.

Seniority level

• Mid‑Senior level

Employment type

• Contract

Job function

• Information Technology

Industries

• Electric Power Transmission, Control, and Distribution

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