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State of Massachusetts Major Incident Manager in Chelsea, Massachusetts

The MA Executive Office of Technology Services and Security (EOTSS) is the state’s lead office for information technology. We provide enterprise level information technology services including network management and security; computer operations; application hosting; desktop provisioning and management; and modern and responsive digital services to 40,000 internal stakeholders plus the residents, business owners and visitors to the Commonwealth of Massachusetts.

The MA Executive Office of Technology Services and Security (EOTSS) is seeking to hire aMajor Incident Manager to join our IT Service Management Office. This role will own the Major Incident process for a 24/7 operation. This requires tight integration with Service Desk, functional resolver groups, IT executives and ITIL processes. The role will also be responsible for Problem Management and incident and problem trend analysis. The incumbent will need to have a strong understanding of user impact in a complex environment and the ability to quickly assess what IT functions may be needed for the timely resolution of any major incident. The Major Incident Manager reports directly to the Director of I.T Service Management and will be a peer of the Service Desk Manager.

The primary work location for this role will be at 200 Arlington Street Chelsea, Massachusetts 02150. The work schedule for this role is Monday through Friday, 9AM to 5PM/ 8AM to 4PM.

All offers of employment into this position are conditional and subject to passing: a Massachusetts Criminal Background Check (CORI); a security clearance (fingerprinting) consistent with IRS and/or public safety requirements; and security training.

Position Responsibilities (including but not limited to):

  • Manage the Incident Management/Problem Management team.

  • Responsible for the design, documentation, implementation and management of the Major Incident Management and Problem Management processes

  • Direct activities and establish command and control during Major incidents

  • Coordinate and drive all activities during the incident on the incident bridge

  • Ensure Executive status updates are provided during recovery activities

  • Perform regular reporting of all major incidents

  • Oversee post incident review meetings through to root cause

  • Ensure that event details are gathered and appropriately documented to support post incident reviews, Problem Management and root-cause analysis as well as to provide necessary communications to Executive and customer teams

  • Complete, track and archive all Major Incident and post-incident reports

  • Perform regular reviews of active, historical incidents and root cause analysis to identify trends and opportunities for improvements across the IT functions

  • Partner with Service Desk manager to proactively review the daily queue stats and tickets to pro-actively identify potential chronic issues which may deter future major incidents and improve the customer experience

  • Lead the audit of the Major Incident and Problem Management processes to support Continual Service Improvement

  • Work with customers to understand their business. In conjunction with the customer, identify the critical applications and services.

  • Conduct awareness campaigns and training on the Major Incident and Problem Management processes

  • Manage and participate in the bi-weekly Major Incident 24/7 on call rotation.

Preferred Knowledge, Skills & Abilities:

  • 8 years of extensive experience working on IT support, major incidents and problem management in a complex IT support environment.

  • 2 years of hands-on experience with leading resolution of major incidents.

  • At least 2 years of experience in completing after action review and root cause analysis documentation

  • Employs a structured approach to questioning and adopts a logical troubleshooting methodology to manage and coordinate multiple tasks within tight deadlines.

  • Has the ability to, and is comfortable with, taking charge of high-pressure situations, such as conference calls and customer meetings, at all levels of management.

  • Action-oriented with the ability to balance urgency with sound judgement.

  • Ability to pro-actively work and drive major escalation faults, projects and tasks within all areas of the business and external third parties.

  • Must be a self-motivated individual with the ability to work with minimal supervision.

  • Possesses an excellent level of written and verbal communication skills, including written communications, presentations, and would be able to represent the Service Management organization in a customer facing (internal and external) situation in a professional manner.

  • Strong interpersonal communication and collaboration skills and the ability to communicate effectively with a wide range of employees and leaders at various levels.

  • Demonstrates customer focus and understands the importance of exceeding customer expectations.

  • Demonstrates the ability to contribute to the team’s overall output, actively contributes in team meetings and providing constructive feedback.

  • Proficient knowledge of ServiceNow.

Education and Certifications:

  • Bachelor’s Degree in computer science, Information Systems, Business Administration or other related field, or equivalent work experience.

  • ITIL V3 Foundation Certification




First consideration will be given to those applicants that apply within the first 14 days.*

Please see Preferred Qualifications.

*An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.


Job: *Information Systems and Technology

Organization: *Exec Office of Technology Services and Security

Title: Major Incident Manager

Location: Massachusetts-Chelsea-200 Arlington Street

Requisition ID: 200006VR