Major Incident Manager (2nd Shift)

Job ID Number

R6004

Employment Type

Worksite Flexibility

Job Summary

Job Description

We are looking for a Major Incident Manager to play a crucial role within the IT Service Desk, responsible for coordinating the response to major incidents that significantly disrupt normal service operations. This position will be full-time and remote. Must be available to work weekdays 3:00pm - 12:00am CST.

What You'll Do

• Lead the response to major incidents, ensuring a timely and effective resolution

• Coordinate with IT teams, vendors, and stakeholders to diagnose and resolve complex issues

• Activate and contribute to Major Incident Managements meetings to facilitate communication and decision-making

• Serve as the central point of communication during major incidents, providing regular updates to all relevant parties, including senior management

• Ensure clear and concise communication both internally and externally, maintaining a log of incident updates and decisions made

• Develop, maintain, and enforce major incident management processes and procedures in line with industry best practices

• Ensure that all parties follow the established incident management protocols.

• Manage relationships with internal and external stakeholders, including third-party service providers and vendors

• Escalate issues to appropriate levels of management as required

• Conduct post-incident reviews to identify root causes and prevent future occurrences

• Compile incident reports and present findings to senior management with recommendations for service improvement

• Provide training and guidance to the service desk and support teams on major incident management practices

What You'll Need

Required:

• Bachelor's degree in Information Technology, Computer Science, or related field

• Proven experience in IT incident management, with a focus on major incident handling

• Familiarity with IT Service Management (ITSM) frameworks, such as ITIL

• Strong leadership and managerial skills, with the ability to manage cross-functional teams

• Excellent communication and interpersonal skills, with the ability to manage communications in a high-pressure environment

• Strong problem-solving skills and the ability to make decisions quickly

• Ability to coordinate complex incident responses involving multiple parties

• Good organizational skills and the ability to manage multiple tasks simultaneously

• Experience with ITSM tools and platforms

• Ability to work weekends for on-call support (rotational)

Preferred:

• ServiceNow ticketing experience

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

The pay range for this position is $100,000 - $115,000 annually (USD). Exact compensation may vary based on several factors, including location, experience, and education. Benefit package includes medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.​ 

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Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.