Incident & Problem Management Lead

Incident & Problem Management Lead

The Opportunity:
We are looking for a decisive and service-oriented Incident & Problem Management Lead to take ownership of and enhance our organization’s response and recovery capabilities. This dual role is responsible for overseeing the entire lifecycle of both Incident Management and Problem Management, ensuring quick resolution of service disruptions and the long-term elimination of root causes.
As the primary authority for operational stability, you will spearhead the development of integrated processes, facilitate cross-functional coordination, and promote continuous improvement within the IT service environment. You will collaborate with the Service Management Office (SMO) to align incident and problem management practices with business priorities, governance standards, and performance objectives.

What You’ll Do:
• Own and manage the end-to-end functions of Incident and Problem Management as a cohesive discipline.
• Lead the coordination of incident response to ensure timely resolutions, effective stakeholder communication, and proper escalation management.
• Conduct root cause analyses and implement corrective actions to prevent the recurrence of major incidents.
• Develop and maintain standard operating procedures, workflows, and governance models for both incident and problem management domains.
• Monitor and report on SLAs, KPIs, and service health metrics to promote accountability and transparency.
• Collaborate with technical teams, service owners, and business stakeholders to ensure service continuity and resilience.
• Identify and drive process improvements by leveraging ITIL, Agile, and DevOps principles.
• Contribute to the strategic roadmap of the Service Management Office by integrating insights from incident and problem management into wider service strategies.

You Have:
• 10+ years of experience in IT Service Management, with direct responsibility for incident and problem management functions.
• 5+ years of experience with ITSM platforms such as ServiceNow, REMEDY, or JIRA.
• 5+ years of experience in designing and implementing incident and problem management frameworks.
• 5+ years of experience in monitoring and reporting against SLAs and KPIs.
• 3+ years of experience in a leadership role, fostering cross-functional alignment and service excellence.
• Clearance Required: Secret.
• Master’s degree. Note: 8 year's work experience may be substituted for a Master's Degree.

Nice If You Have:
• Knowledge of ITIL, Agile, and DevOps methodologies
• Ability to prioritize and lead in dynamic, high-pressure environments
• Strong customer-centric mindset with effective stakeholder engagement skills
• Proven capability to facilitate collaborative problem-solving across both technical and business domains
• Excellent analytical, organizational, and decision-making abilities
• PMP Certification

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.  If eligible, the benefits available for this temporary role may include the following:
 Medical, dental & vision
 Critical Illness, Accident, and Hospital
 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
 Life Insurance (Voluntary Life & AD&D for the employee and dependents)
 Short and long-term disability
 Health Spending Account (HSA)
 Transportation benefits
 Employee Assistance Program
 Time Off/Leave (PTO, Vacation or Sick Leave)