DescriptionThe Major Incident Manager is responsible for receiving, assessing, and managing escalations to ensure rapid restoration of service. This role executes the enterprise Major Incident Management (MIM) process, coordinates cross-functional technical teams, and drives timely resolution and communication for high-impact incidents. The role also leads post-incident root cause analysis and continuous improvement efforts.
Core Responsibilities- Own and manage Major Incidents end to end, from detection and escalation through service restoration and post-incident review.
- Rapidly engage appropriate infrastructure and application support teams to drive incident resolution.
- Facilitate and manage technical bridges, collaboration channels (e.g., chat), and stakeholder communications, including business-facing updates.
- Ensure consistent execution of the enterprise Major Incident process.
- Lead Root Cause Analysis (RCA) activities, including investigation facilitation, documentation, and follow-up on corrective and preventive actions.
- Partner with Problem Management and technical teams to prevent incident recurrence.
- Analyze incident and problem trends to identify systemic issues and opportunities for improvement.
- Ensure Major Incident and Problem records are accurate, complete, and current to support reliable metrics and reporting.
- Produce and maintain incident metrics and reports for operational and leadership review.
- Escalate risks, blockers, and unresolved issues as appropriate.
- Stay current on industry trends, emerging technologies, regulatory requirements, and organizational products, markets, and objectives.
- Perform additional related duties as assigned.
Accountability & Scope- Acts as the central point of coordination for enterprise Major Incidents.
- Ensures adherence to MIM and RCA processes across all involved teams.
- Drives timely communication, accountability, and continuous improvement for high-severity incidents.
Minimum Experience- 3+ years of experience in Incident Management, IT Operations, or a related discipline.
Required Skills- Major Incident and Incident Management
- Root Cause Analysis (RCA) and Problem Management
- Strong coordination, communication, and facilitation skills
- ServiceNow (Incident, Major Incident, and Problem modules)
Job Type & LocationThis is a Contract position based out of Waukegan, IL.
Pay and BenefitsThe pay range for this position is $30.00 - $35.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace TypeThis is a fully onsite position in Waukegan,IL.
Application DeadlineThis position is anticipated to close on May 18, 2026.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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