Incident Manager​/Operations Specialist at IT America Inc Plano, TX

Position:
Incident Manager / Operations Specialist

Location:

Plano, TX / Richmond, VA / McLean, VA / Chicago, IL

Duration:
Long term contract

Tools:
Service Now / Jira / Splunk / Dynatrace / Datadog / Grafana

Cloud: AWS / Azure / GCP

This position is open to Only Ex-Capital One Employees/Contractors

We are seeking experienced Incident Managers / Operations Specialists responsible for managing production incidents, coordinating technical teams, monitoring applications and infrastructure, and driving timely resolution of critical issues. The ideal candidate should have strong experience in ITIL-based incident management, monitoring, escalation, root cause analysis, and operational support.

• Manage P1/P2/P3 incidents from identification through resolution and closure.
• Coordinate technical teams, application owners, infrastructure teams, vendors, and business stakeholders during incidents.
• Monitor applications, systems, infrastructure, and services to proactively identify issues.
• Lead incident bridges and ensure effective communication throughout the incident lifecycle.
• Track incidents against SLA, response, and resolution targets.
• Perform initial troubleshooting, impact assessment, escalation, and resolution coordination.
• Conduct Root Cause Analysis (RCA) and document corrective and preventive actions.
• Identify recurring incidents and work with engineering teams to eliminate underlying issues.
• Maintain incident reports, dashboards, operational metrics, and management communications.
• Support problem management, change management, and continuous improvement initiatives.
• Participate in on-call and after-hours support as required.

• 10+ years of experience in Incident Management, IT Operations, Production Support, or related roles.
• Strong knowledge of ITIL Incident, Problem, and Change Management processes.
• Experience managing critical production incidents and major incident response.
• Strong knowledge of application and infrastructure monitoring and alerting.
• Experience with ticketing tools such as Service Now, Jira, or similar platforms.
• Strong understanding of SLA management, escalation procedures, and incident prioritization.
• Excellent troubleshooting, communication, coordination, and stakeholder management skills.
• Experience preparing RCA reports, incident metrics, and management dashboards.

• Experience with monitoring tools such as Splunk, Dynatrace, App Dynamics, Datadog, New Relic, or Grafana.
• Knowledge of AWS, Azure, or GCP environments.
• Understanding of cloud infrastructure, databases, APIs, networking, and application architecture.
• Experience with Dev Ops, CI/CD, automation, and observability.
• ITIL certification is preferred.
• Experience working in 24x7 production support / on-call environments.