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MIM Process Consultant - ITIL

e-solutions

Arlington, VA

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JOB DETAILS
SKILLS
Analysis Skills, Artificial Intelligence (AI), Atlassian JIRA, CISSP - Certified Information Systems Security Professional, Cloud Computing, Communication Skills, Computer Science, Consulting, Continuous Improvement, Cross-Functional, Detail Oriented, Documentation, Establish Priorities, Financial Services, ITIL (IT Infrastructure Library), Identify Issues, Incident Management, Incident Response, Information Technology & Information Systems, Leadership, Performance Metrics, Predictive Modeling, Problem Solving Skills, Process Improvement, Project Management Professional (PMP), Reporting Dashboards, Root Cause Analysis, Service Level Agreement (SLA), ServiceNow, Short Messaging Service (SMS), Slack, Status Reports, Time Management
LOCATION
Arlington, VA
POSTED
Today
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.

About the Company

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