Senior IT Major Incident Manager (Remote - US) - job 2 of 2

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior IT Major Incident Manager in the United States.

In this role, you will lead and coordinate responses to major IT incidents across the organization, ensuring minimal disruption to business operations and high levels of service performance. You will serve as the primary point of contact for all stakeholders during service-impacting events, including technical teams, vendors, service owners, and leadership. Your focus will be on driving timely incident resolution, implementing proactive service management strategies, and continuously improving IT operational processes. This role involves managing enterprise service management tools, overseeing system health and operational tasks, and mentoring analysts to strengthen the incident response function. You will also contribute to strategy, policy development, and budget planning to support reliable IT service delivery in a dynamic, collaborative, and high-stakes environment.

Accountabilities:

• Lead and facilitate major incident calls, ensuring effective response and resolution.
• Serve as the central point of contact for stakeholders, providing timely communication and status updates.
• Drive incident triage, task ownership, escalation management, and post-incident documentation.
• Develop and implement service operations strategies, policies, and procedures for consistent quality and availability.
• Oversee operational activities such as batch processing, system backups, patching, and account management.
• Manage IT service management (ITSM) and enterprise event management tools, including configuration and integration.
• Provide leadership, technical guidance, and coaching to service operations analysts.
• Support budget planning and cost modeling for IT service operations.

• Bachelor’s degree in a quantitative or business field (e.g., Statistics, Mathematics, Engineering, Computer Science) or equivalent experience.
• 4–6 years of experience in IT service management, major incident management, or related roles.
• Knowledge of ITSM, Enterprise Service Management, network systems, and ITIL frameworks.
• Strong analytical, project management, and decision-making skills.
• Ability to work independently and collaboratively under pressure.
• Excellent judgment, accuracy, and attention to detail in incident response and operational oversight.
• ITIL Foundations 4 certification preferred.

• Competitive salary range: $73,800 – $132,700 per year.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan and employee stock purchase options.
• Tuition reimbursement and professional development opportunities.
• Paid time off, holidays, and flexible work arrangements (remote, hybrid, or on-site).
• Inclusive and diverse work environment with growth and mentorship opportunities.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.

Thank you for your interest!

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