Manager Duty; MOD

Job Title:

Manager on Duty (MOD)

Location: San Antonio, TX (Onsite)

Duration: 6 Months

Experience: 6 8 Years

The Manager on Duty (MOD) is responsible for overseeing day-to-day IT operations, leading incident response, and ensuring timely resolution of service disruptions. This role acts as the primary escalation point during incidents, coordinating cross-functional teams while maintaining clear communication with stakeholders to minimize business impact.

• Lead Incident and Major Incident Management following ITIL best practices
• Act as Incident Commander, managing escalations and stakeholder communications
• Monitor operational dashboards (Service Now, Grafana) and ensure service stability
• Coordinate across infrastructure, network, application, and mainframe teams
• Provide clear updates on incident impact, timelines, and resolution status
• Ensure adherence to operational processes, compliance, and security standards

• Strong leadership and operational management
• ITIL Incident & Major Incident Management
• Excellent communication (verbal & written)
• Analytical thinking and structured troubleshooting
• Network fundamentals (DNS, TCP/IP)
• OS knowledge:
  Windows, Linux, z/OS
• Tools:
  Service Now, Grafana, MS Office, Zoom
• Basic security knowledge (firewalls, encryption, threat modeling)