ITIL Certified Incident Manager

Job Summary

Leading the execution of Major Incident and Problem Management practices, the full-time remote ITIL Certified Incident Manager will oversee enterprise Priority 1 incident responses, coordinate business service restorations, and drive strategic improvements in incident management processes.

Key responsibilities

• Own and lead the end-to-end response for all enterprise Priority 1 incidents, ensuring timely restoration and communication
• Manage the enterprise Problem Management practice, driving root-cause analysis and corrective actions for recurring incidents
• Provide leadership and oversight for Managed Service Provider teams, ensuring accountability and quality in incident management practices

Required qualifications

• 5+ years of experience in IT Service Management, incident management, or problem management
• Strong working knowledge of ITIL practices, particularly in Major Incident and Problem Management
• Experience with enterprise ITSM platforms, preferably ServiceNow
• Bachelor's degree in Information Technology, Computer Science, Business, or a related field
• ITIL 4 or 5 Foundation certification or equivalent advanced ITSM certification preferred