Major Incident Manager

Job Title: Incident Manager

Location: Omaha, NE / Berkeley Heights, NJ

Job Type: Full-Time / W2 (Infinite Computer Solutions)

Experience: 1–5+ years in Major Incident Management / Command Center environments

About the Role

Join a high-performing Incident Command Center team and lead high-impact IT incidents in a fast-paced, mission-critical environment. Coordinate technical teams, drive rapid service restoration, and keep stakeholders informed throughout the incident lifecycle.

What You’ll Do

• Lead and coordinate P1–P4 major incidents and drive timely service restoration.
• Assess business/client impact and coordinate resolution across IT and business teams.
• Maintain real-time incident documentation using MIMIC, ServiceNow, and related tools.
• Lead Post-Incident Reviews (PIRs) and identify root causes and improvement opportunities.
• Drive communication and collaboration with technical teams and leadership.
• Support Continual Service Improvement initiatives.

What You Bring

• 1–5+ years of experience in Major Incident Management, Command Center, or IT Operations.
• Strong communication, coordination, analytical, and problem-solving skills.
• Ability to remain calm and make decisions under pressure.
• Experience with ServiceNow; knowledge of Splunk, Dynatrace, ThousandEyes, or Moogsoft is a plus.
• Understanding of IT infrastructure, networking, computing, and data/storage environments.
• ITIL Foundation certification preferred.
• Financial services, banking, or payment processing experience is a plus.

Important

Ability to work 12-hour shifts, including nights, weekends, and holidays.