Joshua Schmitz
Hoffman Estates,IL
Summary
Strategic and results-driven Major Incident Manager and Team Lead with 5+ years of experience overseeing enterprise-level P1/P2 incidents, managing remote global teams, and ensuring service continuity for mission-critical systems. Proven ability to lead bridge calls, drive root cause analysis, and deliver executive-level communications under pressure. Adept at coordinating cross-functional teams in 24/7 operations, enforcing ITIL-based incident management, and aligning technical response with business impact.
Overview
9
9
years of professional experience
Work History
Major Incident Management Team Lead
Arthur J Gallagher
09.2021 - Current
- Led a remote team of 14 Major Incident Managers, overseeing 24/7 global operations for high-priority incidents across enterprise infrastructure, cloud platforms, and business-critical applications.
- Served as the escalation point and final authority for Priority 1/2 incidents, driving critical decision-making during high-impact events to ensure timely service restoration.
- Mentored, coached, and performance-managed incident managers, fostering skill development, consistency in execution, and adherence to ITIL-aligned incident management practices.
- Owned major incidents end-to-end, from triage to resolution, including executive engagement, bridge call leadership, impact analysis, and stakeholder communications.
- Led the creation and standardization of incident response documentation, escalation protocols, and communication templates, improving operational efficiency and response clarity.
- Coordinated with Problem Management, Service Desk, and Infrastructure teams to identify recurring issues, systemic risks, and potential process improvements.
- Delivered regular reporting to senior leadership using Helix dashboards, including incident volumes, MTTR trends, SLA adherence, and team performance KPIs.
- Utilized BMC Remedy for ticket lifecycle management, CMDB for impact correlation, Outlook and Everbridge for real-time notifications, and Microsoft Teams to facilitate virtual bridges and war rooms.
Major Incident Manager
Arthur J Gallagher
10.2016 - 09.2021
- Managed the full lifecycle of Priority 1 and Priority 2 major incidents in a fully remote environment, coordinating global response teams across time zones to restore critical services rapidly.
- Led Microsoft Teams bridge calls and virtual war rooms with infrastructure, application, and operations teams to triage issues, isolate root causes, and drive incident resolution.
- Served as the primary communication liaison with senior leadership, providing real-time updates, executive briefings, and business-impact summaries via Everbridge and Outlook.
- Authored and distributed detailed After Action Reports (AARs) and Major Incident Summaries, including incident timelines, impact analysis, contributing factors, and corrective actions.
- Maintained structured chronologies throughout each incident to ensure accurate documentation and audit readiness.
- Partnered with Problem Management to drive Root Cause Analysis (RCA) and ensure follow-up actions were logged and tracked via BMC Remedy.
- Leveraged the Remedy CMDB for service mapping and impact assessment; utilized Helix for generating operational metrics, trend analysis, and KPI dashboards.
- Enforced compliance with SLAs, documented playbooks, and ITIL-aligned best practices, driving ongoing continuous improvement in remote incident response protocols.
Education
Bachelor of Science - Network Administration
Colorado State University
Boulder, CO05-2016
Associate of Science - Software Development
Waubonsee Community College
Sugar Grove, IL05-2014
Skills
- Major Incident Management (P1/P2)
- ITIL Framework & Best Practices
- Root Cause Analysis (RCA)
- After Action Reporting (AAR)
- Executive & Stakeholder Communication
- Incident Chronology & Timeline Documentation
- Service Level Agreement (SLA) Governance
- Problem Management Integration
- Crisis Management & Business Continuity
- Bridge Call Facilitation (Microsoft Teams)
- Remote Team Leadership & Coaching
- High-Severity Incident Escalation
- Process Improvement & SOP Development
- CMDB Utilization & Service Impact Mapping
- BMC Remedy (Ticketing, CMDB, Helix Reporting)
- Incident Notification (Everbridge, Outlook)
- KPI Reporting & Operational Dashboards
- Global Collaboration in 24/7 Environments
- Cross-Functional Team Coordination
- Change Management Awareness
- Technical Triage & Service Restoration
- Communication Under Pressure
- SLA Compliance & Performance Metrics
- Digital War Room Facilitation
Timeline
Major Incident Management Team Lead
Arthur J Gallagher
09.2021 - Current
Major Incident Manager
Arthur J Gallagher
10.2016 - 09.2021
Bachelor of Science - Network Administration
Colorado State University
Associate of Science - Software Development
Waubonsee Community College
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