Major Incident Manager

MTS Moose Tech Solutions; Vienna (VA); Hybrid; USD 70,000 - 90,000; Full time

Job summary

A leading tech solutions firm in Virginia seeks a Major Incident Manager to coordinate major outages affecting IT systems. This role entails monitoring service tickets, leading incident processes, and efficiently managing communications during outages. Candidates should have a Bachelor's degree, extensive IT experience, and strong analytical and organizational skills. The position is a multiyear contract requiring night shifts in a rotating schedule.

Qualifications

• Extensive IT experience in areas such as mainframe, networking, or Azure.
• Proven experience leading incident bridge calls from triage to recovery.
• Demonstrated ability to lead in fast-paced, large enterprise environments.

Responsibilities

• Monitor Service Desk ticket queues, system alerts, and escalations.
• Act as the primary contact for incident escalations and service issues.
• Lead incident management processes, determining impact and prioritization.
• Document issues, recovery activities, and resolutions.

Skills

Incident management

Analytical skills

Communication skills

Problem-solving skills

Organizational skills

Education

Bachelor's Degree in a related field

Tools

ITIL v3 or v4 Foundations Certification

CCNA or networking-related training

Middleware or Azure-related training

Job description

PLEASE READ THOROUGHLY TO AVOID REJECTION.

• Eligibility: Open to both C2C and W2 options.
• This is a multiyear contract position.
• Bachelors Degree in a related field or equivalent combination of education, training, and experience required.
• Extensive IT experience in hardware, infrastructure protocols, or key areas like mainframe, networking, middleware, or Azure.
• Green card/USC Required - no sponsorship.
• Night shift position (6:00 PM - 6:00 AM).
• Rotating two-week schedule:
  • Week 1: Work Mon-Tues, Off Wed-Thurs, Work Fri-Sun.
  • Week 2: Off Mon-Tues, Work Wed-Thurs, Off Fri-Sun.
• Contractors are expected to work every other weekend and some holidays.

Role Overview

The Major Incident Manager will coordinate and recover major outages impacting IT systems and services. Operating within a 24x7 team, the role focuses on monitoring, incident resolution, communication, and continuous improvement of incident management processes. The position requires active collaboration with IT teams, vendors, and management to ensure efficient recovery and minimize the impact of outages.

Key Responsibilities

• Monitor Service Desk ticket queues, system alerts, and escalations to identify trends or outages.
• Act as the primary contact for incident escalations and service issues.
• Lead incident management processes, determining impact and prioritization.
• Communicate operational issues and recovery updates to stakeholders.
• Coordinate troubleshooting and recovery efforts with support teams and vendors.
• Document issues, recovery activities, and resolutions in incident timelines.
• Update outage information in management tools for tracking and reporting.
• Provide suggestions to reduce incident severity and frequency.
• Participate in Post-Incident Review Meetings and technical change advisory board meetings.
• Manage and communicate weekend maintenance windows and military pay bridge activities.
• Prepare and publish operational status reports and morning updates.

Required Qualifications

• Bachelors Degree in a related field or equivalent experience.
• Extensive IT experience in areas such as mainframe, networking, middleware (Websphere), or Azure.
• Proven experience leading incident bridge calls from triage to recovery.
• Demonstrated ability to lead in fast-paced, large enterprise environments.
• Strong research, analytical, problem-solving, and organizational skills.
• Excellent interpersonal, verbal, and written communication skills.
• Practical experience in incident management processes.

Desired Qualifications

• ITIL v3 or v4 Foundations Certification.
• CCNA or networking-related training and certifications.
• Middleware or Azure-related training and certifications.