Major Incident Management Support Specialist
New
J
JobgetherIT Service Management
Based in the United StatesFull-TimeMiddle
Salary67,000 - 87,000 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- SharePointServiceNowTroubleshooting
Requirements
- Bachelor’s degree in computer science, engineering, information technology, or a related technical discipline required; additional relevant experience may substitute for education.
- 5+ years of experience focused on ServiceNow, Major Incident Management, IT Service Management, or similar operational support functions.
- Strong experience troubleshooting and resolving complex technical issues across enterprise IT environments.
- Solid understanding of incident management processes, service restoration practices, and operational support methodologies.
- Strong analytical and problem-solving skills with the ability to identify root causes and implement effective solutions.
- Excellent communication and interpersonal skills with the ability to collaborate with technical teams, business stakeholders, and leadership.
- Ability to work independently while contributing effectively within a team-based environment.
- Must be available to work assigned shifts and support operational schedules as required.
- Ability and willingness to obtain a Public Trust Suitability clearance.
- ITIL Foundation certification or equivalent IT service management certification preferred.
- Experience with ServiceNow-based Incident Management preferred.
- Knowledge of large-scale organizational IT environments and enterprise support operations preferred.
Responsibilities
- Provide technical expertise supporting major incident management activities within enterprise IT operations and end-user support environments.
- Support the recovery of high and critical priority incidents by coordinating response efforts, minimizing service disruptions, and improving resolution processes.
- Facilitate incident bridge calls and coordinate resolution activities with technical teams, system owners, and key stakeholders during major incidents.
- Investigate and troubleshoot complex technical issues while evaluating mitigation strategies to restore services efficiently.
- Monitor and improve incident management performance through key metrics such as Mean Time to Recovery (MTTR), incident resolution efficiency, quality outcomes, and trends in high-priority incidents.
- Perform daily incident management activities using IT service management tools such as ServiceNow, SharePoint, and enterprise alerting platforms.
- Communicate effectively with technical and non-technical stakeholders to provide timely updates, support decision-making, and ensure alignment throughout incident resolution.
- Prepare incident documentation, reports, analysis summaries, communication records, resolution reports, and performance tracking materials.
- Collaborate with project managers and team members on operational deliverables, process improvements, and service management initiatives.
- Identify opportunities to refine incident response procedures and continuously improve operational effectiveness.
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