Job Description

Job Title: Major Incident Manager (IT Service Management)

Location: Atlanta, GA

Work Model: 100% Onsite (Monday Friday)

Job Type: Contract

Job Summary:

We are seeking an experienced Major Incident Manager to lead the resolution of critical IT incidents across enterprise systems, applications, and cloud platforms. The ideal candidate will have a strong background in IT Service Management (ITSM), hands-on experience with ServiceNow, and the ability to coordinate incident response across cross-functional teams and third-party vendors. This role is crucial in ensuring rapid service restoration and maintaining service quality as per defined SLAs.

Key Responsibilities:

Major Incident Management:

• Lead end-to-end resolution for Priority 1 (Critical), Priority 2 (Major), and Priority 3 (High) incidents.
• Drive incident bridges and technical war rooms to restore services as quickly as possible.
• Ensure timely communication and escalation to stakeholders and leadership throughout the incident lifecycle.

Collaboration & Coordination:

• Coordinate with internal IT teams (Infrastructure, Network, Cloud, Security, Applications) and external vendors to drive incident resolution.
• Act as the single point of contact for all high-severity incidents.

ServiceNow Operations:

• Use ServiceNow to log, track, and manage incidents.
• Ensure accurate and timely documentation of incident records, root cause analysis, and resolution steps.
• Generate incident reports and dashboards using ServiceNow and other reporting tools.

Root Cause Analysis & Preventive Actions:

• Conduct post-incident reviews (PIRs) to identify root causes and improvement areas.
• Work closely with Problem Management to ensure preventive measures are implemented.

Change & Risk Coordination:

• Review and assess changes that may have contributed to incidents.
• Participate in Change Advisory Board (CAB) meetings and evaluate risk mitigation steps.

Metrics & Reporting:

• Track and report on metrics such as Mean Time to Restore (MTTR), Mean Time Between Failures (MTBF), and SLA compliance.
• Provide regular incident status updates to executives and technical leadership.

Knowledge Management & CMDB:

• Maintain incident documentation in the Knowledge Base and ensure Configuration Items (CIs) are properly updated in the CMDB.
• Follow ITIL best practices for process and lifecycle management.

Required Skills & Qualifications:

• 5+ years of experience in IT Service Management or related roles.
• Strong experience in ServiceNow for incident tracking, reporting, and knowledge management.
• Proven ability to manage and lead major incidents under pressure.
• Working knowledge of enterprise IT environments (cloud, network, applications, servers, databases).
• Understanding of ITIL framework and major incident processes.
• Excellent communication, coordination, and problem-solving skills.
• Basic knowledge of Linux/Unix command line (preferred).
• Experience with cloud platforms (e.g., Microsoft Azure, AWS) is a plus.

Preferred Certifications:

• ITIL v3 or v4 Foundation (or higher)
• ServiceNow Certified System Administrator (optional but preferred)

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