This is a remote position.

Requirements

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  Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent professional experience).
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  3–5 years of experience in Major Incident Management or IT Operations.
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  Hands-on experience working within IT Service Management (ITSM) environments.
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  Strong understanding of ITIL processes, including:Incident Management, Problem Management, Change Management, Service Request Management
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  Experience leading Major Incident bridge calls involving multiple technical teams.
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  Strong knowledge of enterprise IT infrastructure, including:Networking, Cloud platforms, Servers, Applications, Database environments
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  Excellent verbal and written communication skills.
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  Ability to communicate effectively with technical teams, executives, and business stakeholders.
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  Proven ability to perform under pressure in mission-critical production environments.
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  Experience preparing executive-level incident summaries and status communications.
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  Strong analytical, troubleshooting, organizational, and decision-making skills.
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  Ability to manage multiple priorities simultaneously in a fast-paced environment.
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  Willingness to work non-traditional schedules aligned with Eastern Standard Time (EST) business hours.