Major Incident Manager # 26-26607

USTech Solutions • Wellesley Hills, MA

2d • Remote

About The Position

The Major Incident Manager coordinates incident and problem management through resolution, ensuring timely outcomes through resource coordination, escalation, and facilitated meetings. The role works with IT service owners and support teams on root cause analysis, corrective action plans, and remediation. It also supports ongoing improvement of Incident and Problem Management processes, including reviews, lessons learned, procedure updates, and risk mitigation planning. The position tracks and communicates performance metrics, trends, and recommendations to stakeholders and leadership, while maintaining an understanding of technology operations, service delivery, and supporting infrastructure.

The role supports North American business hours and participates in a rotating on-call schedule for critical incidents outside regular business hours. It is remote, aligned to EST, and requires effective collaboration in an agile environment.

Requirements

• At least 6 years of experience in incident management, problem management, root cause analysis, or a related IT operations function.
• At least 10 years of experience using negotiation, influencing, facilitation, and stakeholder management skills in business or IT environments.
• Strong organizational, planning, analytical, and problem-solving skills.
• ITIL Foundation certification and practical knowledge of IT Service Management practices, especially Incident and Problem Management.
• Exceptional attention to detail and ability to identify, analyze, and resolve complex issues.
• Strong technical aptitude and understanding of IT service delivery and operational support functions.
• Ability to translate complex technical concepts into clear, organized, actionable information for diverse audiences.
• Excellent verbal and written communication skills, including experience presenting and facilitating discussions with technical and non-technical stakeholders.
• Experience with modern enterprise technologies, including system support, administration, or solution design.
• Demonstrated success implementing process improvements and driving operational efficiencies.
• Ability to build collaborative relationships with business stakeholders, technology teams, vendors, and leadership at all organizational levels.
• Strong interpersonal skills and experience engaging engineers, architects, developers, operational teams, and senior leaders.
• Ability to manage relationships and navigate challenging situations in a fast-paced environment.
• Ability to remain calm and make sound decisions under pressure during critical incidents.
• Positive, proactive, and customer-focused approach.
• Experience using ServiceNow or other IT Service Management platforms.
• Availability to support North American business hours.
• Ability to work effectively in an agile and collaborative work environment.

Nice To Haves

• Strong experience in IT Service Management, including Incident, Problem, and Change Management.
• Familiarity with enterprise-scale business applications, technology platforms, and support models.
• Intermediate proficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
• Experience working in large, complex, and highly regulated technology environments.

Responsibilities

• Coordinate incidents through resolution using effective resource coordination, escalation, and meeting facilitation.
• Manage problems through resolution using structured problem management practices, coordination, and stakeholder engagement.
• Collaborate with IT service owners and support teams on root cause analysis, corrective action plans, and remediation activities.
• Improve and mature Incident and Problem Management processes through reviews, lessons learned, and continuous improvement initiatives.
• Facilitate post-incident and problem review meetings, document outcomes, and develop plans to mitigate future risks.
• Develop, document, and implement procedures based on operational findings, performance metrics, and process improvement opportunities.
• Maintain an understanding of technology operations, service delivery processes, and supporting infrastructure.
• Track and communicate incident and problem management metrics, trends, and recommendations to stakeholders and leadership.
• Participate in a rotating on-call schedule to support critical incidents outside regular business hours.

What This Job Offers

• Career Level: Senior
• Education Level: No Education Listed