Executive Incident Management Lead

hq; Saint Paul (MN); On-site; USD 90,000 - 150,000; Full time

Job summary

Securian Financial Group is seeking an Infrastructure Consultant to lead incident and major incident management across IT services. The role ensures rapid restoration, 24/7 availability for high-severity incidents, and executive communications during events.

The consultant partners with technology and business leaders to align incident practices with business impact, risk tolerance, and service commitments, while enhancing governance and visibility enterprise-wide.

Qualifications

• 3-5+ years of incident management and major incident management experience, including governance models and executive communication during critical incidents.
• Strong knowledge of problem management concepts, trend analysis, and collaboration with problem owners.
• 3-5+ years hands-on experience with ServiceNow ITSM including incident, major incident processes, SLAs, notifications, and reporting.
• Proven ability to design and maintain ServiceNow dashboards and analytics for incident trends and availability reporting.
• Understanding of SLA/OLA structures and escalation models.

Responsibilities

• Own and govern end-to-end incident management: design governance standards, operating procedures, and ensure consistent execution for business continuity.
• Lead major incident response and communication with on-call technology leaders and executive stakeholders, including 24/7/365 involvement.
• Define escalation models, runbooks, and operational standards; serve as escalation point for cross-domain issues.
• Develop data-driven insights using ServiceNow data to identify recurring incidents and reliability risks; drive improvements.
• Align incident practices with enterprise priorities and governance; contribute to leadership reporting and governance forums.

Skills

Incident management

Major incident management

Executive communication

ServiceNow ITSM

Data analytics

Governance

Tools

ServiceNow

Dashboards

Job description

Securian Financial Group is seeking an Infrastructure Consultant to lead incident and major incident management across IT services. The role ensures rapid restoration, 24/7 availability for high-severity incidents, and executive communications during events.

The consultant partners with technology and business leaders to align incident practices with business impact, risk tolerance, and service commitments, while enhancing governance and visibility enterprise-wide.