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

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

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

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