Incident Management Manager on Duty (MOD)

Job Title: Manager on Duty (MOD) – IT Operations / Incident Management

Location: San Antonio, TX (Onsite)
Duration: 12+ Months
Employment Type: Contract
Experience Required: 6–8 Years

Job Summary

We are seeking an experienced Manager on Duty (MOD) with strong leadership, operational management, and incident management expertise to oversee daily IT operations and ensure smooth business continuity. The ideal candidate will possess strong customer service, stakeholder communication, and problem-solving skills, with experience managing escalations, coordinating cross-functional teams, and driving operational excellence in fast-paced enterprise environments.

This role requires a candidate who can effectively manage operational incidents, lead teams during critical situations, and maintain high standards of service delivery and compliance.

Required Experience

• 6+ years of experience in:
  • IT Operations
  • Incident Management
  • Operations Management
  • Service Delivery / Support Operations
• Experience leading operational teams in enterprise environments
• Strong background handling escalations and operational incidents

Must Have Technical Skills

Incident & Operations Management

Strong understanding of:

• ITIL Incident Management
• Major Incident Management
• Operational escalation management
• Service restoration processes
• Stakeholder communication during incidents
• Operational governance and compliance

Leadership / Operational Management

Strong experience with:

• Daily operations oversight
• Staff supervision and performance management
• Escalation management
• Customer issue resolution
• Cross-team coordination
• Conflict resolution
• Operational reporting and updates

Technical Knowledge

Working knowledge of:

• Network protocols:
  • DNS
  • TCP/IP
• Operating Systems:
  • Windows
  • Linux
  • z/OS
• Security concepts:
  • Encryption
  • Firewalls
  • Threat modeling

Monitoring / Tools

Experience with:

• ServiceNow
• Grafana
• Zoom
• Microsoft Office Suite
• Operational dashboards and reporting tools

Soft Skills / Analytical Skills

• Strong incident command capabilities
• Excellent written and verbal communication
• Structured troubleshooting approach
• Ability to work under pressure
• Strong prioritization and multitasking abilities
• Customer service excellence mindset

Key Responsibilities

• Oversee daily operational activities and ensure smooth business operations
• Lead operational incident response and escalation management
• Coordinate cross-functional teams during critical incidents
• Ensure timely communication of incident status, timelines, and business impact
• Monitor operational dashboards and service health metrics
• Manage staff performance and operational adherence
• Support customer issue resolution and service restoration activities
• Ensure compliance with operational procedures and policies
• Facilitate incident reviews, root cause analysis, and continuous improvement
• Collaborate with infrastructure, network, security, and application teams
• Support operational reporting and executive communications

Preferred Qualifications

• ITIL certification preferred
• Experience in enterprise command center or NOC environments
• Exposure to mainframe operations and monitoring frameworks
• Experience in Agile operational environments