Senior Major Incident Manager (ITSM / ServiceNow)

Job Title: Senior Associate, IT Service Management (Incident Management)
Industry: Professional Services
Location: 100% Remote - USA
Duration: 5 months Contract – W2
Schedule: 40 hours per week

Position Overview

We''re looking for an experienced Senior Associate, IT Service Management (Incident Management) to join the Technology organization as a critical member of the Incident Management Response Team. In this role, you will be pivotal in driving the ITIL Incident Management process, with the primary objective of restoring normal service operation as quickly as possible and minimizing the adverse impact on business operations.

As an ITIL-aligned Incident Manager, you will serve as the command-and-control leader during critical IT disruptions. You will oversee the end-to-end incident lifecycle (logging, categorization, prioritization, escalation, resolution, and closure) to ensure adherence to agreed-upon Service Level Agreements (SLAs). You will coordinate cross-functional technical and security teams during critical bridge calls for Major Incidents (MIM), act as the central point of communication for IT and business leadership and ensure seamless transition of resolved incidents into the Problem Management process for Root Cause Analysis (RCA).

Recruiter Insights

• Looking for candidates with titles such as IT Incident Manager, Major Incident Manager, IT Service Manager, IT Operations Manager, or Service Delivery Manager
• Strong experience with ITIL Incident Management and Major Incident Management (MIM)
• Hands-on experience using ServiceNow or other enterprise ITSM platforms
• Experience leading technical bridge calls, managing Sev-1/Sev-2 incidents, and coordinating cross-functional infrastructure and security teams
• Strong communication skills with the ability to interact with technical teams, leadership, and business stakeholders
• ITIL Foundation Certification (v3 or v4) is highly preferred

Key Qualifications

You have:

• 2–5 years of experience working within IT operations or service management, with demonstrated experience leading and running technical bridge calls during major incidents across various infrastructure stacks (including applications, hypervisors, compute, storage, and networking)
• Understanding and practical application of ITIL Incident Management processes, Major Incident Management, Business Continuity (ITIL v3 or v4 Foundation Certification highly preferred)
• Hands-on experience working within a fast-paced, 24x7 IT operations environment
• Demonstrated, hands-on experience utilizing enterprise ITSM (IT Service Management) (e.g., ServiceNow)
• Excellent Written & Verbal Communication: Clear, concise, and structured written and verbal communication skills
• Strong presentation skills and proven ability to lead and facilitate highly technical meeting environments, bridge lines, and post-incident reviews
• Proven ability to communicate effectively and adapt messaging for various audiences, including technical teams, organizational leadership, and business stakeholders