Join a high-impact, fast-paced IT organization where you will lead critical incident response across enterprise systems. As a Major Incident Commander II, you will drive resolution of high-severity incidents, restore services quickly, and ensure consistent, business-aligned communication. This role is ideal for a strong leader who thrives under pressure, brings structure to chaos, and continuously improves incident management practices. This is a hybrid position which will require the candidate to report and work from the office at least three days a week. Therefore, interested candidates should be within a 50-minute radius from Temple, TX. Benefits you can count on: • Day 1 Benefits: medical, dental, and vision insurance, FSA/HSA, and company-paid life insurance. • Paid time off begins day one. • 401(k) Profit Sharing Plan after 90 days. • Additional benefits: pet insurance, maternity/paternity leave, employee assistance programs, discount programs, tuition reimbursement program, and more! What You'll Do • Lead end-to-end Major Incident Management (MIM) for Sev 1 & Sev 2 incidents. • Command real-time incident bridge calls, coordinating cross-functional technical teams. • Drive rapid triage, containment, and service restoration. • Provide clear, executive-level communications and status updates. • Ensure adherence to ITIL-based incident management processes. • Conduct post-incident reviews, root cause analysis, and drive corrective actions. • Identify trends and implement process improvements to reduce incident recurrence. • Maintain documentation and reporting aligned to SLA/OLA commitments. What We're Looking For • Bachelor's degree in information technology, Computer Science, or related field (or equivalent experience). • Proven experience leading major incident response in complex enterprise environments. • Strong working knowledge of ITIL framework (ITIL Foundation v4 strongly preferred). • Demonstrated ability to manage high-pressure situations and make critical decisions quickly. • Excellent communication skills with the ability to influence stakeholders at all levels. • Strong analytical, problem-solving, and organizational skills. • Experience with incident management tools and service management platforms. • Ability to coordinate globally distributed technical teams. • 3+ years of experience in Major Incident Management, IT Operations, or Service Management. • ITIL Certification (Foundation v4) is a significant plus. • This position requires the ability to read, write, and understand English at a level sufficient to perform job-related tasks effectively and safely. This includes understanding work instructions, safety protocols, and communications essential to the role. The requirement is directly related to the nature of the job and ensures compliance with workplace safety and operational standards. Fit the following? We want you here! • Teamwork oriented. • Organized. • Problem solver. • Detailed.