Manager, NOC & Major Incident Management

A Day in Your Life at MKS: 
 

The Major Incident Management Manager is responsible for overseeing and driving the resolution of high-impact incidents across IT infrastructure and applications. This role ensures adherence to ITSM processes, minimizes business disruption, and leads post-incident reviews for continuous improvement. 
 

You Will Make an Impact By: 

Incident Leadership  

• Own and manage major incidents from detection to resolution. 

• Initiate and lead technical bridge calls with cross-functional teams. 

• Ensure timely engagement of SMEs and escalation to senior leadership. 
   

ITSM Process Management  

• Ensure compliance with Incident, Problem, and Change Management processes. 

• Drive root cause analysis (RCA) and implement preventive measures. 

• Collaborate with Change Management for risk assessment and approvals. 
   

Communication  

• Provide clear and timely updates to stakeholders during incidents. 

• Issue incident notifications and executive summaries. 
   

Continuous Improvement  

• Identify process gaps and recommend improvements. 

• Maintain and update major incident playbooks and SOPs. 

Skills You Bring: 

• Strong understanding of IT infrastructure monitoring and incident management. 

• Strong knowledge of Windows/Linux OS and networking fundamentals. 

• Good knowledge of AWS, Azure, and cloud computing concepts. 

• Experience with monitoring tools (e.g., Nagios, Zabbix, SolarWinds) and ITSM platforms. 

• Excellent leadership, communication, and problem-solving skills. 

• Knowledge of ITIL framework and best practices. 

• Ability to analyze logs and troubleshoot application/service issues. 

• Bachelor’s or Master’s degree in IT/Computer Science or related field. 

• 8+ years of experience in IT operations, with at least 3 years in major incident management. 
   
• ITIL Foundation or higher certification preferred

#LI-AS2

Globally, our policy is to recruit individuals from wide and diverse backgrounds. However, certain positions require access to controlled goods and technologies subject to various export control regulations.  Applicants for these positions may be limited (by, for example, their countries of citizenship, country of origin, or immigration status) where required by law or governmental contact, and/or employment made contingent upon the issuance of appropriate governmental licensing.

MKS Inc. and its affiliates and subsidiaries (“MKS”) is an affirmative action and equal opportunity employer: diverse candidates are encouraged to apply. We win as a team and are committed to recruiting and hiring qualified applicants regardless of race, color, national origin, sex (including pregnancy and pregnancy-related conditions), religion, age, ancestry, physical or mental disability or handicap, marital status, membership in the uniformed services, veteran status, sexual orientation, gender identity or expression, genetic information, or any other category protected by applicable law. Hiring decisions are based on merit, qualifications and business needs. We conduct background checks and drug screens, in accordance with applicable law and company policies.  MKS is generally only hiring candidates who reside in states where we are registered to do business.

MKS is committed to working with and providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation during the application or interview process due to a disability, please contact us at: [email protected] .

If applying for a specific job, please include the requisition number (ex: RXXXX), the title and location of the role