Major Incident Manager

Job ID : 86592-1 Role Title : Major Incident Manager Location: San Antonio, TX, 78201 - Onsite Duration: 6 months and Possible Extension Rate Range: $30 - $38/hour on W2/ C2C (All inclusive) Role Descriptions:Oversee daily operations, manage staff performance, ensure customer satisfaction and handle issues to maintain smooth and efficient business operations. Basic Qualification:Manager on Duty (MOD)Operations management with strong leadership in supervising teams, handling customer issues and ensuring smooth daily business operations.Customer service excellence with problem-solving ability, conflict resolution and adherence to operational policies and compliance.Strong leadership, operational management, customer service, problem-solving, and decision-making skills to effectively manage daily operations and handle escalations.Strong understanding of ITIL Incident and Major Incident Management practices.Basic understanding of security concepts including encryption, firewalls, and threat modeling.Strong incident command and stakeholder managementExcellent written and verbal communication (updates, timelines, impact)Analytical thinking and structured troubleshooting approachAbility to work under pressure and prioritize effectivelyCross-team coordination and conflict resolutionNetwork protocols: DNS, TCP/IPOperating Systems: Windows, Linux, z/OSTools: ServiceNow, Zoom, Microsoft Office SuiteDashboards: Grafana, ServiceNowMainframe framework exposure"Basic understanding of security concepts including encryption, firewalls, and threat modeling Company Benefits & Culture: • Comprehensive health and wellness benefits • Opportunities for professional development and career growth • Inclusive and collaborative work environment