Major Incident Manager I - Lead IT Service Restoration

Infinite Computer Solutions; Omaha (NE); On-site; USD 65,000 - 90,000; Full time

Job summary

Infinite Computer Solutions in Omaha, NE is seeking a Major Incident Manager I to lead critical incidents (P3/P4) and coordinate restoration actions across IT and business teams.

The role emphasizes calm decision-making under pressure, strong communication, and proficiency with incident platforms (MIMIC) and ServiceNow. Shift rotations include 12-hour shifts and potential nights/weekends.

Qualifications

• 1-2 years of experience in a Command Center or similar environment.

Responsibilities

• Lead Major Incidents and ensure timely restoration with impact assessment.
• Capture real-time incident data in MIMIC and Level Set for all actions.
• Perform thorough Post Incident Reviews with root cause owners.
• Coordinate with IT Support and Business teams to ensure clear communication.
• Identify opportunities to improve Major Incident processes.
• Participate in Continual Service Improvement initiatives.

Skills

Communication

Decision making

Command Center tech

Team collaboration

Analytical thinking

MS Office

Education

ITIL Foundations certification

Tools

MIMIC

ServiceNow

Splunk

Dynatrace

ThousandEyes

Moogsoft

Job description

Infinite Computer Solutions in Omaha, NE is seeking a Major Incident Manager I to lead critical incidents (P3/P4) and coordinate restoration actions across IT and business teams.

The role emphasizes calm decision-making under pressure, strong communication, and proficiency with incident platforms (MIMIC) and ServiceNow. Shift rotations include 12-hour shifts and potential nights/weekends.