Major Incident Management Support Specialist

📋 Description

• Provide technical expertise supporting major incident management activities within enterprise IT
• Support the recovery of high and critical priority incidents by coordinating response efforts
• Facilitate incident bridge calls and coordinate resolution activities with technical teams, system
• Investigate and troubleshoot complex technical issues while evaluating mitigation strategies to
• Monitor and improve incident management performance through key metrics such as MTTR, incident
• Perform daily incident management activities using IT service management tools such as ServiceNow

🎯 Requirements

• Bachelor’s degree in computer science, engineering, information technology, or a related technical
• 5+ years of experience focused on ServiceNow, Major Incident Management, IT Service Management, or
• Strong experience troubleshooting and resolving complex technical issues across enterprise IT
• Solid understanding of incident management processes, service restoration practices, and
• ITIL Foundation certification or equivalent IT service management certification preferred.
• Experience with ServiceNow-based Incident Management preferred.

🎁 Benefits

• Fully remote position within the United States.
• Opportunity to support mission-critical technology operations and impactful public sector
• Comprehensive benefits package including healthcare coverage, supplemental benefits, and paid time
• 401(k) retirement plan with employer match.
• Employee discount programs, rewards, and additional perks.
• Professional development support, including reimbursement for certifications, degrees, and