Major Incident Manager

TEKsystems•Waukegan, IL

4d•Onsite

About The Position

The Major Incident Manager is responsible for receiving, assessing, and managing escalations to ensure rapid restoration of service. This role executes the enterprise Major Incident Management (MIM) process, coordinates cross‑functional technical teams, and drives timely resolution and communication for high‑impact incidents. The role also leads post‑incident root cause analysis and continuous improvement efforts.

Requirements

3+ years of experience in Incident Management, IT Operations, or a related discipline.
Major Incident and Incident Management
Root Cause Analysis (RCA) and Problem Management
Strong coordination, communication, and facilitation skills
ServiceNow (Incident, Major Incident, and Problem modules)

Responsibilities

Own and manage Major Incidents end to end, from detection and escalation through service restoration and post‑incident review.
Rapidly engage appropriate infrastructure and application support teams to drive incident resolution.
Facilitate and manage technical bridges, collaboration channels (e.g., chat), and stakeholder communications, including business‑facing updates.
Ensure consistent execution of the enterprise Major Incident process.
Lead Root Cause Analysis (RCA) activities, including investigation facilitation, documentation, and follow‑up on corrective and preventive actions.
Partner with Problem Management and technical teams to prevent incident recurrence.
Analyze incident and problem trends to identify systemic issues and opportunities for improvement.
Ensure Major Incident and Problem records are accurate, complete, and current to support reliable metrics and reporting.
Produce and maintain incident metrics and reports for operational and leadership review.
Escalate risks, blockers, and unresolved issues as appropriate.
Stay current on industry trends, emerging technologies, regulatory requirements, and organizational products, markets, and objectives.
Perform additional related duties as assigned.