Major Incident Response Specialist

4 weeks ago


San Antonio, Texas, United States Insight Global Full time

Job Description

Insight Global is currently hiring for a Major Incident Manager role, aimed at managing and resolving critical IT incidents efficiently. This position involves leading major incident response efforts, including bridge calls, root cause analysis, and post-incident reviews. Candidates will also develop and document policies and procedures for effective incident handling.

Key Responsibilities:

  • Coordinate between IT teams (Software, Networking, Service Desk) for rapid response and troubleshooting.
  • Ensure all stakeholders are informed with regular updates through ServiceNow or other channels.
  • Log, track, and manage incidents through ServiceNow.
  • Ensure incident tickets have clear information, proper categorization, prioritization, and follow escalation processes.
  • Act as a bridge between technical teams and management.
  • Host incident bridges (calls) to ensure all required teams are actively participating.
  • Provide incident reports (RCA – Root Cause Analysis) after resolution.

Required Skills & Experience:

  • Incident Management Experience: Preferably in enterprise environments dealing with global or cross-functional teams.
  • Knowledge of IT Infrastructure: Understanding of networking, software applications, servers, and infrastructure to assess the impact of incidents effectively.
  • Service Desk Coordination: Familiarity with service desk operations to handle escalations and coordinate front-line support teams.
  • Experience with platforms like ServiceNow for incident tracking and management.


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