Major Incident Commander
McLane Company, Inc. · Temple, TX · 4 mo ago
HybridInformation TechnologyFull-time
What You’ll Do
- Lead end-to-end Major Incident Management (MIM) for Sev 1 & Sev 2 incidents.
- Command real-time incident bridge calls, coordinating cross-functional technical teams.
- Drive rapid triage, containment, and service restoration.
- Provide clear, executive-level communications and status updates.
- Ensure adherence to ITIL-based incident management processes.
- Conduct post-incident reviews, root cause analysis, and drive corrective actions.
- Identify trends and implement process improvements to reduce incident recurrence.
- Maintain documentation and reporting aligned to SLA/OLA commitments.
What We’re Looking For
- Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
- Proven experience leading major incident response in complex enterprise environments.
- Strong working knowledge of ITIL framework (ITIL Foundation v4 strongly preferred).
- Demonstrated ability to manage high-pressure situations and make critical decisions quickly.
- Excellent communication skills with the ability to influence stakeholders at all levels.
- Strong analytical, problem-solving, and organizational skills.
- Experience with incident management tools and service management platforms.
- Able to coordinate globally distributed technical teams.
- 3+ years of experience in Major Incident Management, IT Operations, or Service Management.
- ITIL Certification (Foundation v4) is a significant plus.
Requirements
- The requirement is directly related to the nature of the job and ensures compliance with workplace safety and operational standards.
Skills
- Teamwork oriented.
- Organized.
- Problem solver.
- Detailed.
Benefits
- Day 1 Benefits: medical, dental, and vision insurance, FSA/HSA, and company-paid life insurance.
- Paid time off begins day one.
- 401(k) Profit Sharing Plan after 90 days.
- Additional benefits: pet insurance, maternity/paternity leave, employee assistance programs, discount programs, tuition reimbursement program, and more!