Major Incident Manager

Job title Major Incident Manager

Location: Charlotte, North Carolina (Onsite)

Alternate

Location

Jacksonville, Florida; Chandler, Arizona

Role Overview

Our organization is seeking a Major Incident Manager to join the EET APS Domain Operations Team. This role is responsible for providing major incident management support across the application portfolio. The primary responsibilities include triaging Major Incidents and reviewing knowledge content to ensure usability for technical staff and end-users.

Key Responsibilities

• Take ownership of production issues and drive them to service restoration or remediation.

• Facilitate triage activities with multiple support teams, including senior leadership.

• Lead meetings and provide clear, concise written updates to senior leadership.

• Collaborate with AMRS and regional support partners.

• Multi-task and prioritize work to meet deadlines.

• Manage risk effectively across production issues.

• Required Qualifications

• Experience: 3 to 5 years of technology experience.

Technical Skills:

• Knowledge of ITIL (Information Technology Infrastructure Library) Processes, with a focus on Major Incident Management and Problem Management.

• Ability to open Incident and Problem Tickets.

• Experience with ServiceNow.

• Proficiency with Microsoft Products (Excel, Word, PowerPoint).

• Familiarity with ITSM (Information Technology Service Management) Remedy.

• Knowledge of tools such as Cisco Webex, Mattermost, and NEWs.

• Compensation & Benefits

• A comprehensive benefits package is available to eligible employees.

• Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

• Everforth Apex uses a virtual recruiter as part of the application process. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy

• Everforth Apex

Benefits

• Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our Welcome Packet as well, which an Everforth Apex team member can provide.

• Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

• UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.