Major Incident Manager

Major Incident Manager / Incident Manager / ITSM Operations Analyst

Location:

Charlotte, NC / Jacksonville, FL / Chandler, AZ

Duration:
Contract - 9 months

Pay Range: $64.52/hr (W2)

Job

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.

• Lead triage of Major Incidents across the EET APS application portfolio and drive timely service restoration.
• Facilitate cross-functional bridge calls with multiple support teams and senior leadership.
• Open, manage, and track Incident and Problem tickets in ITSM platforms.
• Own production issues end to end and coordinate remediation plans and risk management.
• Review and improve knowledge content for technical teams and end users.
• Communicate clear, concise written and verbal status updates to stakeholders.
• Partner with AMRS and regional support teams to coordinate response and recovery.
• Prioritize and manage multiple concurrent incidents and deliverables.

• Strong knowledge of Major Incident Management processes and ITIL practices, including Problem Management.
• Proficiency with ITSM tools such as Remedy and Service Now for Incident and Problem ticketing.
• Calm facilitation and troubleshooting skills during high-severity events.
• Effective communication skills, including meeting leadership and executive-ready written updates.
• Experience with Cisco Webex bridge lines and breakout sessions, Mattermost documentation, and NEWs paging.
• Proficiency with Microsoft Excel, Word, and PowerPoint.
• 3 to 5 years of technology experience with ITIL and ITSM.

• Prior experience working across large banking or financial services environments.
• Familiarity with regional operations and collaboration with AMRS and global partners.

• Competitive compensation and benefits
• Opportunities for growth with global clients
• A supportive, inclusive culture that values innovation and people
• Exposure to cutting-edge technologies and projects

BCforward is an equal opportunity employer.

We value diversity and are committed to creating an inclusive environment for all employees.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.