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McLane Company, Inc. · 3 days ago

Major Incident Manager

Temple, TX

Full-time

Hybrid

Senior Level

5+ years exp

McLane Company, Inc. is a leader in the distribution industry, seeking a Major Incident Manager to lead the response to critical technology incidents. This role involves ensuring timely resolution of incidents, enhancing service desk systems, and coordinating with various teams to minimize business impact.

Transportation/Trucking/Railroad

H1B Sponsor Likely

Responsibilities

Lead the response to critical technology incidents, ensuring timely resolution and minimal business impact

Establish communication channels and coordinate with various teams to manage incident response effectively

Identify opportunities for automation within the service desk ticketing system to enhance efficiency and reduce manual effort

Conduct thorough investigations for the root cause of incidents and implement preventive measures and report out to the stakeholders

Maintain detailed records of incidents, actions taken, and outcomes to support continuous improvement

Train team members on incident management best practices and the use of automated tools

Provide regular updates to stakeholders on incident status and resolution efforts

Work with internal technology teams to identify support needs for project deployment and rollout

Analyze project needs, expectations, and goals to develop ongoing support procedures

Other duties may be assigned

Qualification

Incident managementService desk ticketing systemsITIL frameworkAutomation toolsMonitoring toolsProblem-solvingCommunication skillsLeadership abilities

Required

Bachelor's degree in computer science, information technology or related field

Five or more years of experience with service desk ticketing systems and automation tools

Proven experience in incident management or a similar role

Strong understanding of IT service management (ITSM) principles

Excellent problem-solving and decision-making skills

Strong communication and leadership abilities

Ability to work under pressure and manage multiple priorities

Preferred

Experience across on-prem and Software as a Service (SaaS) applications and infrastructure

Experience with remote support and troubleshooting of automated conveyor systems

Knowledge of monitoring and alerting tools including Dynatrace, SolarWinds, and Splunk

Experience with ITIL (IT Infrastructure Library) framework; V2 certification or above

Benefits

Medical, dental, and vision insurance

FSA/HSA

Company-paid life insurance

Paid holidays

Earn vacation time

Sick leave accrual from day one

401(k) Profit Sharing Plan after 90 days

Pet insurance

Maternity/paternity leave

Employee assistance programs

Discount programs

Tuition reimbursement program

Company

McLane Company, Inc.

Glassdoor3.2

McLane Company, Inc.

Founded in 1894

Temple, Texas, US

10001+ employees

http://www.mclaneco.com

H1B Sponsorship

McLane Company, Inc. has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (22)

2024 (9)

2023 (8)

2022 (8)

2021 (2)

2020 (1)