Professional summary
Major Incident and ITSM leader with 7+ years of enterprise IT experience spanning support, incident response, and process improvement across financial services, manufacturing, healthcare, utilities, and payments. Combines incident command, ITIL 4-aligned process design, ServiceNow implementation support, and executive communications with hands-on Linux, cloud, automation, and private AI operations.
Core skills
ITSMITIL 4-aligned processes, ServiceNow, incident/problem/change management, RCA, SLA prioritization, executive communications.
Cloud & operationsAWS, Linux/Windows, VMware, Hyper-V, QEMU/KVM, Splunk, New Relic, Jira, Prometheus, Grafana.
EngineeringDocker/Podman, Bash, Python, Git, systemd, DNS/VLANs, reverse proxies, NFS/SMB, backups, Ollama, Open WebUI, n8n, MCP.
Relevant professional experience
Senior Incident Management Analyst
Worldpay · RemoteSep 2024 – Jun 2025
- Designed and implemented ITIL 4-aligned Incident and Major Incident Management processes — workflow standards, escalation paths, stakeholder communications, and governance controls — giving a payments organization one documented path from detection to closure.
- Translated those incident workflows into platform requirements and automations for an enterprise ServiceNow deployment, so the process shipped in the tool rather than in a document.
- Built SLA-based Sev1/Sev2 prioritization models tied to business impact and enterprise criticality, so triage and restoration decisions were repeatable rather than case-by-case.
- Authored operational documentation, training materials, process guides, and communication standards for technical teams and executive stakeholders.
Major Incident Manager
Capital One, via ICONMA · Plano, TexasJul 2022 – Jul 2024
- Ran high-priority incident response around the clock across regulated financial-services infrastructure, AWS-hosted environments, and business-critical platforms.
- Chaired incident bridges that put infrastructure, application, vendor, and business teams on one call, driving triage, escalation, mitigation, and restoration under a single owner and a single timeline.
- Investigated service impact and tracked follow-through in ServiceNow, Splunk, New Relic, and Jira, so every incident closed with a record that named its impact and its outstanding actions.
Major Incident Manager
3M, via TEKsystems · Irving, TexasJan 2020 – Jul 2022
- Owned major incident response for enterprise manufacturing and business platforms end to end: clear ownership, validated impact, mitigation steps, and recovery communications.
- Chaired cross-functional bridges through high-priority outages, keeping technical teams, leadership, vendors, and stakeholders working from the same picture of what was broken.
- Closed the loop after restoration with post-incident reviews, RCA documentation, and corrective-action tracking, partnering with Problem Management so recurring faults were handled as problems rather than as repeat incidents.
Independent infrastructure & technical practice
Self-hosted infrastructure & private AI
Personal, independently operated · jacobmckenzie.devOngoing
- Operate roughly seventy services across multiple Linux hosts with Docker/Podman, Compose, systemd, and NAS-backed storage; maintain monitoring, backup workflows, and restore tests.
- Configure Cloudflare Tunnels, reverse proxies, identity controls, DNS, and NFS/SMB storage for secure service access and recovery.
- Deploy local model serving and MCP-based workflows with scoped tool access, private knowledge retrieval, model routing, and evaluation.
- Build and operate Overseer, an operations console that turns the incident lifecycle I ran in enterprise environments into software: evidence collection, incident attribution, and bounded AI investigation.
Additional experience
Delivery Associate
Amazon · Lewisville, TexasMar 2026 – Present
- Execute high-volume delivery routes with attention to safety, accuracy, customer service, and on-time performance; use mobile tools for route sequencing, exceptions, and delivery confirmation.
Tier 2 Analyst
TEKsystems · Irving, TexasJul 2018 – Jan 2020
- Delivered escalated enterprise support for ITC Holdings and CareSource across incidents, service requests, access issues, and application support.
- Documented troubleshooting and resolutions in ServiceNow; supported incident escalation through impact validation, restoration tracking, and clear technical handoffs.
Sales Associate · Micro Center — Dallas, Texas · Feb 2017 – Jul 2018
Advised customers on computer hardware, software, compatibility, and budget.
Deli Service Clerk · Kroger — Jul 2014 – Feb 2017
Customer service, order accuracy, food safety, and department readiness.