Experienced Full Stack Major Incident Manager – Night Shift IT Operations and Service Recovery

About Us

At System One, we are a leading provider of specialized workforce solutions and integrated services, with a wholly-owned subsidiary, ALTA IT Services, being an established leader in IT Staffing and Services. Our expertise spans across various domains, including Program & Project Management, Application Development, Cybersecurity, Data & Advanced Analytics, and Agile Transformation Services. We are committed to delivering exceptional results to our clients, and we are now seeking an experienced Full Stack Major Incident Manager to join our team.

Job Description

We are looking for a highly skilled and experienced Full Stack Major Incident Manager to join our team on a night shift schedule. As a Major Incident Manager, you will be responsible for driving the coordination and recovery efforts of major outages at our clients. You will be part of a 24x7 team that operates to ensure that impacted services are restored as efficiently and effectively as possible. If you have a strong background in IT, excellent communication skills, and the ability to work in a fast-paced environment, we encourage you to apply for this exciting role.

Key Responsibilities

• Monitor Service Desk ticket queues, system alerts, and escalation methods to identify possible trends or outages.
• Serve as the main point of contact for all incident and service issue escalations directed to the Major Incident Management team.
• Ensure that incident management processes are efficiently and effectively followed.
• Determine the impact and priority of incidents based on affected customers and/or business units.
• Communicate operational issues to respective IT management, support teams, and incident communication managers.
• Provide outage notification and recovery effort updates to business units via the Status Page.
• Engage various support teams and resources to major incident bridges.
• Manage and coordinate troubleshooting and recovery efforts between support teams and vendors.
• Ensure continuous collaboration with IT Operations Management and other areas or teams.
• Document initial issues, recovery activities, and resolution steps taken via MIM timelines.
• Ensure prompt resolution and coordination of incident management activities during recovery efforts.
• Update and validate outage information in availability management tools for reporting and tracking purposes.
• Make recommendations, proposals, and suggestions for improvement within the service to reduce severity and frequency of incidents.
• Attend Post Incident Review Meetings or review meeting notes once the meetings conclude to ensure compliance with service improvement initiatives.
• Attend and participate in TCABs (technical change advisory board meetings) to review, discuss, and approve or reject concerning upcoming changes or releases to the environment.
• Coordinate, communicate, and manage Sunday Maintenance Windows for weekend scheduled activities.
• Work with Problem Management and Change Management to resolve incidents.
• Coordinate, communicate, and manage Military Pay Bridge activities.
• Prepare operational status reports to IT Operations Management.
• Update and publish Morning Reports.

Required Qualifications

We are looking for a candidate with the following qualifications:

• Bachelor's Degree in a related field, or the equivalent combination of education, training, and/or experience.
• Extensive IT experience that demonstrates knowledge of hardware and infrastructure protocols used to provide services to customers.
• Extensive IT experience in at least one of the following areas: mainframe, networking, middleware Websphere, Azure.
• Prior experience leading incident bridge calls from initial triage to guiding recovery efforts, maintaining a timeline, and ensuring that service is restored as quickly as possible.
• Experience in leading or supervising an IT team.
• Demonstrated ability to lead others in a challenging and fast-paced large enterprise environment.
• Strong research, analytical, and problem-solving skills.
• Strong planning, organizational, and multi-tasking skills.
• Demonstrated ability in exercising initiative to produce desired results and achieve objectives.
• Ability to effectively interface with various levels of employees, management, and vendors.
• Excellent interpersonal, verbal, and written communication skills.
• Practical Incident management work experience.

Desired Qualifications

We also welcome candidates with the following desired qualifications:

• ITIL v3 or v4 Foundations Certificate.
• CCNA / Networking Training and Certificates.
• Middleware Training and Certificates.
• Azure Training and Certificates.

Work Environment and Culture

We offer a hybrid work model, combining remote work with time in our Remote office. Our team is committed to delivering exceptional results, and we are looking for a candidate who shares our values and is passionate about IT operations and service recovery. We offer a collaborative and dynamic work environment, with opportunities for growth and development.

Compensation and Benefits

We offer a competitive salary and a comprehensive benefits package, including health and welfare benefits coverage options, including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan. We are an Equal Opportunity Employer and welcome applications from diverse candidates.

Career Growth Opportunities and Learning Benefits

We are committed to the growth and development of our employees. We offer opportunities for training and professional development, as well as a collaborative and dynamic work environment that encourages innovation and creativity. Our team is passionate about IT operations and service recovery, and we are looking for a candidate who shares our enthusiasm and is committed to delivering exceptional results.

How to Apply

If you are a motivated and experienced IT professional looking for a new challenge, we encourage you to apply for this exciting role. Please submit your application, including your resume and a cover letter, to the link below.

Join Our Team

We are excited to hear from you and look forward to reviewing your application. Don't miss out on this exciting opportunity to join our team and contribute to our mission of delivering exceptional results to our clients.