Job Description
MIM Process Consultant•ITIL (Arlington, VA, 22210) | 05/05/26
Job Description Role:
MIM Process Consultant•ITIL
Duration:
Full Time
Location:
Onsite•Arlington, VA Job Overview The Major Incident Manager is responsible for leading the response to high-impact IT disruptions. This role ensures rapid restoration of critical services, minimizing business impact while coordinating across technical teams and stakeholders. Key Responsibilities End-to-End Incident Coordination:
Oversee all major incidents from detection through resolution, managing escalation and establishment of war rooms. Triage, categorize, and prioritize incidents based on severity, impact, and urgency.
Stakeholder & Communication Management:
Facilitate timely, clear communications with senior leadership, technical teams, and customers. Maintain incident logs, updates, and notifications tailored to audience needs.
Technical and Resource Coordination:
Mobilize cross-functional teams (network, server, application, vendor partners) to diagnose and restore services. Interface with third-party vendors for escalation and incident resolution.
Process Excellence & Reporting:
Enforce ITIL-aligned MIM processes (logging, escalation, post-incident review). Lead post-incident reviews and root-cause analyses; drive continuous improvement in incident response. Track and analyze KPIs:
MTTR, incident volume, RCA completion, SLA performance. Incident Communication Responsibilities Timely Updates:
Ensure accurate and frequent communication during all phases of a major incident (initial alert, ongoing updates, resolution, and closure).
Audience-Specific Messaging:
Tailor communication for different stakeholders—executives, technical teams, business units, and customers.
Status Reporting:
Provide clear, concise incident status reports via email, dashboards, and collaboration tools.
Escalation Alerts:
Notify leadership and impacted teams promptly when SLA breaches or critical impacts are imminent.
Post-Incident Communication:
Share incident summaries, root cause analysis, and lessons learned with stakeholders.
Communication Channels Management:
Maintain and utilize approved channels (e.g., ServiceNow, Teams, Slack, email, SMS) for incident updates.
Transparency & Consistency:
Ensure all communications are aligned, factual, and documented for audit and compliance. Required Qualifications Experience:
5-10 years in incident or IT operations, with hands-on major incident leadership experience. Shift work readiness to support 24×7×365 operational requirements.
Process & Tools Knowledge:
Strong grasp of ITIL (v3 or v4) Major Incident Management frameworks. Proficiency with incident management and ticketing platforms (ServiceNow, Jira, PagerDuty, XMatters, etc.).
Education & Certifications:
Degree in Computer Science, IT, Engineering, or related field. Preferred:
ITIL v3/v4 certification; PMP, CISSP, or related credentials. Essential Skills Communication:
Ability to articulate technical status to both technical and non-technical stakeholders under pressure.
Leadership:
Command decision-making during crises; guide and direct cross-functional teams.
Analytical & Problem-Solving:
Rapid diagnosis of root causes; implement effective workarounds and fixes.
Attention to Detail:
Maintain accurate logs, timelines, and incident documentation for audit and compliance.
Collaboration:
Build strong relationships with SME teams, vendors, and IT partners. Bonus Qualifications Prior experience in large-scale or complex IT environments (financial services, cloud platforms, critical infrastructure).
Familiarity with AI-powered incident detection or predictive analytics tools. MIM Process Consultant•ITIL1ITIL V4, MIM
Full TimeUnited States
