Major Incident Manager

Job Description: 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 Lead and coordinate P1–P4 major incidents and drive timely service restoration. Assess business/client impact and coordinate resolution across IT and business teams. Maintain real-time incident documentation using MIMIC, ServiceNow, and related tools. Lead Post-Incident Reviews (PIRs) and identify root causes and improvement opportunities. Drive communication and collaboration with technical teams and leadership. Support Continual Service Improvement initiatives. What You Bring 1–5+ years of experience in Major Incident Management, Command Center, or IT Operations. Strong communication, coordination, analytical, and problem-solving skills. Ability to remain calm and make decisions under pressure. Experience with ServiceNow; knowledge of Splunk, Dynatrace, ThousandEyes, or Moogsoft is a plus. Understanding of IT infrastructure, networking, computing, and data/storage environments. ITIL Foundation certification preferred. Financial services, banking, or payment processing experience is a plus. Important Ability to work 12-hour shifts, including nights, weekends, and holidays.