IT support Analyst Vaco LLC
Monroe, OH1 day ago
Highlights
Serve as enterprise incident commander for P1/P2 incidents — leading triage, war-room coordination, decision facilitation, and stakeholder communications across Application Support, Platforms/Infrastructure Ops, SRE/Observability, Engineering, and Kroger business teams. This role creates a single accountable owner for P1/P2 command, evidence-based PIR/RCA governance, and executive-ready incident reporting — raising the bar from adhoc escalation handling to a mature, ServiceNow-driven Major Incident Management (MIM) practice.
Numbers & Facts
| Location | Cincinnati, OH |
| Industry | Computer/IT Services |
| Salary | $40–$50 Per Hour |
| Company Size | 100 to 499 employees |
| Year Founded | 2003 |
| Website | http://www.kaygen.com |
Description
KAYGEN is an emerging leader in providing top talent for technology-based staffing services. We specialize in providing high-volume contingent staffing, direct hire staffing and project-based solutions to companies worldwide ranging from startups to Fortune 500 and Managed Service Providers (MSP) across a wide variety of industries.
Title: Incident Manager/IT Production Support Consultant
Duration: Through 4/12/27
Location: Cincinnati, OH
Responsibilities
- We are looking for an Incident Manager to stand up dedicated Major Incident command for our Point of Sale (POS) solution. This role creates a single accountable owner for P1/P2 command, evidence-based PIR/RCA governance, and executive-ready incident reporting — raising the bar from adhoc escalation handling to a mature, ServiceNow-driven Major Incident Management (MIM) practice.
- Function IT Production Support / Application Support – NGPOS Ops
- Work Schedule Rotational roster, including weekend and holiday on-call coverage; available for after-hours Major Incident bridges
- Serve as enterprise incident commander for P1/P2 incidents — leading triage, war-room coordination, decision facilitation, and stakeholder communications across Application Support, Platforms/Infrastructure Ops, SRE/Observability, Engineering, and Kroger business teams
- Own and mature the Major Incident Management practice: severity models, escalation protocols, war-room procedures, communication templates, and PIR/RCA cadence within ServiceNow
- Lead evidence-based Post-Incident Reviews (PIRs), requiring incident timelines, monitoring data, deployment history, root cause findings, and measurable corrective-action plans before review meetings
- Operationalize Problem Management by linking PIR outcomes to ServiceNow/JIRA records with named owners, due dates, and closure evidence; track overdue reliability work for leadership visibility
- Design and deliver MIM KPI reporting — MTTR, SLA compliance, change success, recurrence trends, and escalation drivers — translating incident performance into business-impact reporting for MBR/QBR and executive audiences
- Partner with SRE/Observability to improve alert correlation, noise reduction, and early detection of customer-impacting degradation
- Improve critical service readiness by validating ownership, dependencies, escalation contacts, and support models for high-impact services
- Participate in the team's weekend and holiday on-call roster and be available for after-hours Major Incident bridges as part of a rotating schedule
- Experience Level 10+ years in IT Operations / Incident Management, including enterprise Major Incident command
- 10+ years leading enterprise Major Incident Management (P1/P2) triage, escalation, war rooms, executive communications, and service restoration
- Demonstrated experience building or maturing ITSM programs (Incident, Major Incident, Problem, Change) using ServiceNow, including severity models, PIR/RCA cadence, and KPI dashboard.
- Track record leading 24x7 IT Ops/NOC-ITOC operating models and coordinating across infrastructure, application, network, security, and vendor teams
- Strong root cause analysis skills, with a structured, evidence-based approach to problem-solving
- Comfortable working with ticketing/ITSM tools (ServiceNow, JIRA) and log/monitoring platforms (Kibana, Splunk, Grafana, Dynatrace)
- Proven ability to translate technical incident data into business-impact reporting for MBR/QBR and C-suite audiences
- Willingness and availability to work weekends/holidays as part of a team roster/rotation
- Ability to work under pressure during live incidents while maintaining a calm, methodical approach
- Prior subject-matter knowledge of Point of Sale (POS) systems or retail/store operations environments
- Experience in retail or omni-channel commerce environments, including store systems, eCommerce, or supply chain
- Exposure to cloud platforms and containerized/microservices architectures
- ITIL Foundation certification or equivalent exposure to incident/problem management practices
At KAYGEN, people are at the heart of everything we do. We foster a diverse, inclusive, and employee-driven culture where every individual is valued, empowered, and encouraged to bring their authentic self to work. Our candidate-first approach means we are committed to understanding your career goals and connecting you with opportunities that align with your aspirations, skills, and potential. Whether you're taking the next step in your career or searching for your dream opportunity, KAYGEN is more than a staffing partner—we're a community dedicated to helping you grow, succeed, and thrive. Join us and discover a place where your talent is recognized, your ambitions are supported, and your future is built alongside a team that invests in your success every step of the way.
Our team of experienced staffing experts will work with you to find you the best opportunity. For more information, please visit us at www.kaygen.com.
Benefits:
- Free Healthcare Insurance
- 401(k) Retirement Plan
- Free Life Insurance
- Sick Time Off
- Mentorship Program
- Certifications
- Referrals
- Family and Wellness benefits
- Continuous Growth and Career Development
Benefits
Paid Sick Days, Professional Development, 401K, Employee Referral Program, Flexible Spending Accounts, Employee Events, Life Insurance, Merchandise Discounts
About Company
Kaygen, an award-winning technology consulting and talent firm, assists organizations to achieve digital transformation. From structuring data to the Cloud and visualization, Kaygen leads the digital transformation of global clients.
Kaygen, from the Japanese word, kaizen, for continuous improvement, signifies how we continuously seek to bring expert tech talent to our client engagements to create a sustainable competitive advantage. However, there is more. Our company is diverse, and minority woman owned and operated by expert data technologists who have conceived and developed the very strategic technology initiatives that we now engage in for our clients with our talent.
Our core belief in diversity, complemented by the principles of kaizen, ensures we bring the best expert data talent to work transparently, collaboratively, and with the flexibility to ensure client success.
Visit http://www.kaygen.com/ for a solutions overview.
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