Immediate Interview:: Major Incident Manager In Cedar Rapids, IA- (USC- Only)

Visa Type: USC

Hello Partner,

Hope you are doing well…!!!!

Job Title   :   Major Incident Manager

Location     : Cedar Rapids, IA

Duration    : Long term – Contract

Experience Level: 8+ Years

Job Description

·         Act as focal point for severity 1 and business impacting major incidents reported. 

·         Be responsible for triaging Major Incident Candidates to promote to Major Incident if

·         qualifies.

·         Drive seamless major incident management process execution with appropriate inputs to

·         involved resolver groups to accelerate ticket resolution.

·         Open Major Incident Bridges (Techlines) and chair the major incident management

·         (MIM) bridge with technical teams, resolver groups for quick resolution of incident as per

·         agreed incident SLA’s. 

·         Responsible for engaging all necessary technical resources on the Techline and drive

·         the major incident to resolution.

·         Follow the Major Incident Communication procedure and facilitate

·         major incident communications with key business teams, stakeholders until closure.

·         Handle conflict situations and make quick decision while driving incidents

·         Responsible for updates and full completion of ServiceNow records for Major Incidents

·         and Problems.

·         Own proactive and reactive problem tickets and drive the root cause investigation

·         process.

·         Hold and manage Root Cause Analysis meetings and ensure the RCA reports submitted

·         within timely closure of the tasks.

·         Participate in the governance calls for RCAs and Corrective Action Tasks.

·         Participate in a continuous service improvement process.


Required Candidate Profile · 

·         8-10 years’ experience of leading and driving various IT service management processes,

·         with Minimum 3-5 years of experience working as incident/major incident manager · 

·         Should possess good understanding of ITIL® V3 service lifecycle modules· ITIL

·         certification is preferred. 

·         Should have strong verbal, written communication and interpersonal skills ·

·         Should have strong exposure to ITSM ticketing tools i.e ServiceNow, BMC Remedy,

·         etc. 

·         Good understanding of IT Infrastructure and components as well as software SDLC

·         process

·         Good understanding of project management principles

·         the agreed SLA.

·         Coordinate and Follow-up corrective action tasks associated with the problem tickets and ensure


 Thanks & Best regards,

Nelson White

Sr. Recruiter | Talent Acquisition Team

Conquest Tech Solutions, Inc.

Direct: 302-403-0872  

Phone: (302) 286-9010 EXT 109

Fax: (302) 357-9305



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