Senior Incident Commander — ITIL & Crisis Response

BCforward

Charlotte (NC)

On-site

USD 73,000 - 104,000

Full time

26 hours ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

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.