Real-Time Applications Support & Incident Management Lead

Jobtailor; Kentucky; On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor in Kentucky seeks an experienced Service Owner/PM to coordinate IT operations for critical real-time systems and manage ServiceNow processes across incidents, changes, and releases. You will lead cross-functional teams with vendors, infrastructure, and cybersecurity to ensure service health and rapid resolution.

The role requires strong incident management, root cause analysis, and a proactive stance on continuous service improvement, including runbooks and dashboards for executive

Qualifications

• Bachelor’s degree in a related field or equivalent experience
• Senior level requires 2 years related experience with a Bachelor’s or 4 years with an Associate’s
• Relevant certifications such as A+, Network+, CCNA/CCNP/CCSP may substitute for experience
• Experience in ServiceNow Incident/Problem/Change/Release/Request Management
• Experience coordinating software releases, patch deployments, and DR testing
• Experience driving cross-functional issue resolution across vendors, infra, and stakeholders
• Experience supporting 24x7 environments (EMS, SCADA, ADMS, OMS, etc.)
• Familiar with ITIL service management and continuous service improvement

Responsibilities

• Coordinate operational support across EMS, SCADA, ADMS, Historian, and related Real-Time Systems applications
• Own ServiceNow incidents, problems, changes, service requests, and enhancement requests through resolution
• Lead daily issue triage among application support, infrastructure, cybersecurity, vendors, and stakeholders
• Manage vendor support relationships, tracking, escalations, SLAs, and resolutions
• Coordinate software releases, hotfixes, upgrades, failover testing, and maintenance
• Maintain release calendars, patch roadmaps, and lifecycle management plans
• Facilitate change management including planning, risk assessment, approvals, and reviews
• Track incident trends, problem management, vendor performance, and service health
• Coordinate root cause analysis after major incidents and implement corrective actions
• Partner with engineering on operational readiness for apps and infrastructure changes
• Develop runbooks, support procedures, and knowledge articles
• Monitor lifecycle events, vendor releases, and EOL dates
• Facilitate operational review meetings and report to leadership
• Coordinate maintenance windows and outage planning
• Drive continuous improvement in support processes and service quality
• Participate in major incident communications as coordination lead

Skills

ServiceNow

Vendor Management

Operational Readiness

Root Cause Analysis

ITIL Service Management

Education

Bachelor’s degree in related field

Associate’s degree with 2 years relevant experience

High school diploma/GED with 4+ years experience

Tools

EMS

SCADA

ADMS

Historian

Real-Time Systems

Job description

Jobtailor in Kentucky seeks an experienced Service Owner/PM to coordinate IT operations for critical real-time systems and manage ServiceNow processes across incidents, changes, and releases. You will lead cross-functional teams with vendors, infrastructure, and cybersecurity to ensure service health and rapid resolution.

The role requires strong incident management, root cause analysis, and a proactive stance on continuous service improvement, including runbooks and dashboards for executive