Hybrid Senior Incident & Problem Management Lead

UMGC; Adelphi (MD); Hybrid; USD 110,000 - 150,000; Full time

Job summary

UMGC is seeking a Senior Specialist, Incident & Problem Management to lead enterprise incident and problem practices. You will guide governance, analytics, and cross-functional collaboration to restore services quickly and fix root causes across infrastructure, cloud, network, security, and applications.

The role emphasizes improving service reliability, reducing recurring incidents, and strengthening operational resilience in a hybrid Adelphi, MD environment.

Qualifications

• Bachelors degree or equivalent in IT/CS, cybersecurity, engineering, or related field.
• 5+ years in IT operations, service management, or infrastructure support with incident/problem coordination.
• Experience in ITIL-based service management environments.

Responsibilities

• Lead design, governance, and continuous improvement of incident and problem management practices.
• Coordinate major incident response across infrastructure, network, cloud, applications, and security domains.
• Conduct RCA, post-incident reviews, and corrective action planning to prevent recurrence.
• Design and refine ITSM workflows, escalation procedures, runbooks, and automation.
• Analyze incident trends and reliability metrics to reduce MTTR/MTTD.
• Collaborate with service desk, engineering, and security teams to ensure integration of incident/problem/change processes.
• Perform other duties as assigned.

Skills

Incident Mgmt

Problem Mgmt

Major Incidents

RCA

SLA/OLA

Runbooks

Dashboards

Observability

Automation

Stakeholder comms

Education

Bachelor's Degree in IT/CS or related field

Tools

ServiceNow

Job description

UMGC is seeking a Senior Specialist, Incident & Problem Management to lead enterprise incident and problem practices. You will guide governance, analytics, and cross-functional collaboration to restore services quickly and fix root causes across infrastructure, cloud, network, security, and applications.

The role emphasizes improving service reliability, reducing recurring incidents, and strengthening operational resilience in a hybrid Adelphi, MD environment.