Hybrid Incident Management Lead

Securian Financial Group; Northern (KY); Hybrid; USD 89.000 - 164.000; Vollzeit

Benefits dieser Stelle

Hybrid work arrangement

401(k) plan / Pension

Health insurance

Zusammenfassung

Securian Financial Group in Saint Paul, MN is seeking an Incident Management Consultant (Hybrid) to own and govern end-to-end incident management, including major incidents, escalation, and communication across 24/7 operations. You will partner with technology and business leaders to drive data-driven improvements, dashboards in ServiceNow, and governance aligned with enterprise priorities.

This role requires 3-5+ years in incident management and strong ServiceNow expertise, with hybrid

Qualifikationen

• 3-5+ years expertise in incident management and major incident management, including governance models, escalation frameworks, and executive level communication during critical incidents.
• Strong knowledge of problem management concepts, including trend analysis and recurrence identification.
• 3-5+ years of advanced, hands-on experience with ServiceNow ITSM, including incident and major incident processes, SLAs, and reporting.
• Ability to design and maintain ServiceNow dashboards and analytics for incident trends and availability reporting.
• Strong understanding of SLA/OLA structures and escalation models.
• Calm, accountable leadership under pressure in 24/7 high-visibility incidents.
• Influential cross-functional coordination across technology teams and business stakeholders.
• Data-driven mindset to translate incident data into executive-ready insights.

Aufgaben

• Own and govern end-to-end incident management, including standards, runbooks, and escalation models.
• Lead major incident response and executive communications with timely, accurate updates.
• Coordinate cross-functional teams and external providers to restore services and minimize impact.
• Develop and advance incident trending, problem identification, and availability reporting using ServiceNow.
• Advise on governance improvements and alignment with enterprise priorities.

Kenntnisse

Incident management

Major incident management

Executive communication

Cross-functional coordination

Problem solving

Ausbildung

ITIL 4 Foundation

ServiceNow CSA

CIS-ITSM

Tools

ServiceNow ITSM

ServiceNow Dashboards

Performance Analytics

Jobbeschreibung

Securian Financial Group in Saint Paul, MN is seeking an Incident Management Consultant (Hybrid) to own and govern end-to-end incident management, including major incidents, escalation, and communication across 24/7 operations. You will partner with technology and business leaders to drive data-driven improvements, dashboards in ServiceNow, and governance aligned with enterprise priorities.

This role requires 3-5+ years in incident management and strong ServiceNow expertise, with hybrid