Major Incident Management Support Specialist

About the role

This position supports critical IT operations by helping restore services quickly and efficiently during high-priority incidents. The role plays a key role in incident response, troubleshooting, and service continuity for mission-critical technology environments.

Responsibilities

• Provide technical expertise supporting major incident management activities within enterprise IT operations and end-user support environments.
• Support the recovery of high and critical priority incidents by coordinating response efforts, minimizing service disruptions, and improving resolution processes.
• Facilitate incident bridge calls and coordinate resolution activities with technical teams, system owners, and key stakeholders during major incidents.
• Investigate and troubleshoot complex technical issues while evaluating mitigation strategies to restore services efficiently.
• Monitor and improve incident management performance through key metrics such as Mean Time to Recovery (MTTR), incident resolution efficiency, quality outcomes, and trends in high-priority incidents.
• Perform daily incident management activities using IT service management tools such as ServiceNow, SharePoint, and enterprise alerting platforms.
• Communicate effectively with technical and non-technical stakeholders to provide timely updates, support decision-making, and ensure alignment throughout incident resolution.
• Prepare incident documentation, reports, analysis summaries, communication records, resolution reports, and performance tracking materials.
• Collaborate with project managers and team members on operational deliverables, process improvements, and service management initiatives.
• Identify opportunities to refine incident response procedures and continuously improve operational effectiveness.
• Provide mentorship and guidance to junior systems administrators and team members.
• Participate in scheduled shift coverage, including holiday support when required, to maintain continuous incident management operations.

Requirements

• Bachelor’s degree in computer science, engineering, information technology, or a related technical discipline required; additional relevant experience may substitute for education.
• 5+ years of experience focused on ServiceNow, Major Incident Management, IT Service Management, or similar operational support functions.
• Strong experience troubleshooting and resolving complex technical issues across enterprise IT environments.
• Solid understanding of incident management processes, service restoration practices, and operational support methodologies.
• ITIL Foundation certification or equivalent IT service management certification preferred.
• Experience with ServiceNow-based Incident Management preferred.
• Knowledge of large-scale organizational IT environments and enterprise support operations preferred.
• Strong analytical and problem-solving skills with the ability to identify root causes and implement effective solutions.
• Excellent communication and interpersonal skills with the ability to collaborate with technical teams, business stakeholders, and leadership.
• Able to work independently while contributing effectively within a team-based environment.
• Must be available to work assigned shifts and support operational schedules as required.
• Must be a U.S. Citizen or Green Card holder.
• Able and willing to obtain a Public Trust Suitability clearance.
• Meet applicable identification and suitability requirements for the role.
• Able to comply with applicable health and vaccination requirements related to supported environments.

Benefits

• Competitive annual salary range of USD $67,000 to USD $87,000.
• Fully remote position within the United States.
• Opportunity to support mission-critical technology operations and impactful public sector initiatives.
• Comprehensive benefits package including healthcare coverage, supplemental benefits, and paid time off.
• 401(k) retirement plan with employer match.
• Employee discount programs, rewards, and additional perks.
• Professional development support, including reimbursement for certifications, degrees, and continuing education opportunities.
• Opportunities to expand technical expertise and grow within a collaborative technology environment.
• Supportive culture focused on teamwork, innovation, inclusion, and professional growth.
• Employee engagement activities including virtual and in-person events, wellness initiatives, celebrations, and community activities.
• Opportunity to work within an organization recognized for technology excellence, quality standards, and workplace culture.