Major Incident Management Support Specialist in United States Embassy at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Major Incident Management Support Specialist based in the United States.

This role supports critical IT operations by helping restore services quickly and efficiently during high-priority incidents.
The position plays a key role in incident response, troubleshooting, and service continuity for mission-critical technology environments.
Working within a dedicated incident management team, the specialist collaborates with technical teams, system owners, and stakeholders to diagnose issues and coordinate resolutions.
The role combines technical expertise, communication skills, and operational discipline to minimize disruptions and improve service reliability.
This is an opportunity to contribute to large-scale IT service management initiatives while supporting essential public sector technology operations.
The successful candidate will help enhance incident response processes, improve operational performance, and drive continuous improvement.

• Provide technical expertise supporting major incident management activities within enterprise IT operations and end-user support environments.
• Support the recovery of high and critical priority incidents by coordinating response efforts, minimizing service disruptions, and improving resolution processes.
• Facilitate incident bridge calls and coordinate resolution activities with technical teams, system owners, and key stakeholders during major incidents.
• Investigate and troubleshoot complex technical issues while evaluating mitigation strategies to restore services efficiently.
• Monitor and improve incident management performance through key metrics such as Mean Time to Recovery (MTTR), incident resolution efficiency, quality outcomes, and trends in high-priority incidents.
• Perform daily incident management activities using IT service management tools such as ServiceNow, SharePoint, and enterprise alerting platforms.
• Communicate effectively with technical and non-technical stakeholders to provide timely updates, support decision-making, and ensure alignment throughout incident resolution.
• Prepare incident documentation, reports, analysis summaries, communication records, resolution reports, and performance tracking materials.
• Collaborate with project managers and team members on operational deliverables, process improvements, and service management initiatives.
• Identify opportunities to refine incident response procedures and continuously improve operational effectiveness.
• Provide mentorship and guidance to junior systems administrators and team members.
• Participate in scheduled shift coverage, including holiday support when required, to maintain continuous incident management operations.

• Bachelor’s degree in computer science, engineering, information technology, or a related technical discipline required; additional relevant experience may substitute for education.
• 5+ years of experience focused on ServiceNow, Major Incident Management, IT Service Management, or similar operational support functions.
• Strong experience troubleshooting and resolving complex technical issues across enterprise IT environments.
• Solid understanding of incident management processes, service restoration practices, and operational support methodologies.
• ITIL Foundation certification or equivalent IT service management certification preferred.
• Experience with ServiceNow-based Incident Management preferred.
• Knowledge of large-scale organizational IT environments and enterprise support operations preferred.
• Strong analytical and problem-solving skills with the ability to identify root causes and implement effective solutions.
• Excellent communication and interpersonal skills with the ability to collaborate with technical teams, business stakeholders, and leadership.
• Ability to work independently while contributing effectively within a team-based environment.
• Must be available to work assigned shifts and support operational schedules as required.
• Must be a U.S. Citizen or Green Card holder.
• Ability and willingness to obtain a Public Trust Suitability clearance.
• Must meet applicable identification and suitability requirements for the role.
• Ability to comply with applicable health and vaccination requirements related to supported environments.

• Competitive annual salary range of USD $67,000 to USD $87,000.
• Fully remote position within the United States.
• Opportunity to support mission-critical technology operations and impactful public sector initiatives.
• Comprehensive benefits package including healthcare coverage, supplemental benefits, and paid time off.
• 401(k) retirement plan with employer match.
• Employee discount programs, rewards, and additional perks.
• Professional development support, including reimbursement for certifications, degrees, and continuing education opportunities.
• Opportunities to expand technical expertise and grow within a collaborative technology environment.
• Supportive culture focused on teamwork, innovation, inclusion, and professional growth.
• Employee engagement activities including virtual and in-person events, wellness initiatives, celebrations, and community activities.
• Opportunity to work within an organization recognized for technology excellence, quality standards, and workplace culture.