Manager on Duty (MOD) – IT Operations / Incident Management from San Antonio, TX (Onsite)

Hi,

My name is Rohit Chauhan, and I am a Staffing Specialist at Novia Infotech LLC. I am reaching out to you on an exciting job opportunity with one of our clients.

 

Job Title: Manager on Duty (MOD) – IT Operations / Incident Management

Location: San Antonio, TX (Onsite)
Bill Rate: $44/hr

Job Summary

We are seeking an experienced Manager on Duty (MOD) with strong expertise in IT operations management, incident management, customer service, and operational leadership. The ideal candidate will be responsible for overseeing daily operational activities, managing escalations, coordinating cross-functional teams, and ensuring seamless business operations in a high-pressure enterprise environment.

The candidate should possess strong leadership, communication, analytical, and stakeholder management skills with hands-on exposure to ITIL Incident and Major Incident Management processes.

Key Responsibilities

• Oversee daily operational activities and ensure smooth business operations across teams and support functions.
• Manage and coordinate Incident Management and Major Incident processes in alignment with ITIL best practices.
• Act as the primary escalation point during operational or technical incidents.
• Lead incident bridge calls, coordinate recovery efforts, and provide timely stakeholder updates.
• Monitor operational dashboards and system health using tools such as Grafana and ServiceNow.
• Ensure customer satisfaction through effective issue resolution and communication.
• Coordinate with infrastructure, application, network, security, and support teams to resolve operational issues.
• Prepare incident reports, timelines, root cause summaries, and operational status updates.
• Support operational compliance, escalation management, and service delivery processes.
• Supervise team activities, monitor staff performance, and ensure adherence to operational procedures.
• Work effectively under pressure and prioritize multiple critical tasks simultaneously.
• Support continuous improvement initiatives for operational efficiency and incident response.

Required Skills

• 6–8 years of experience in IT Operations, Incident Management, or Operations Leadership roles.
• Strong understanding of:
• ITIL Incident Management
• Major Incident Management
• Operational support processes
• Strong leadership and team coordination skills.
• Excellent written and verbal communication skills.
• Strong stakeholder management and escalation handling experience.
• Strong analytical thinking and structured troubleshooting abilities.
• Ability to work in high-pressure operational environments.
• Hands-on experience with:
• ServiceNow
• Grafana dashboards
• Microsoft Office Suite
• Zoom collaboration tools
• Basic understanding of security concepts including:
• Encryption
• Firewalls
• Threat modeling
• Understanding of network and infrastructure concepts:
• DNS
• TCP/IP
• Windows
• Linux
• z/OS environments

Preferred Skills

• Exposure to Mainframe operational frameworks.
• Experience in enterprise production support environments.
• Knowledge of Agile methodologies and operational governance.
• Experience in customer-facing operational leadership roles.

 

 

Rohit Chauhan IT Recruiter E: rohit.c@noviainfotech.com www.noviainfotech.com A: 4421 Avenida Ln, McKinney, TX, 75070

 

 

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