Incident Management Lead: 24/7 Resilience & Exec Comms

Securian Financial; Saint Paul (MN); Hybrid; USD 89,000 - 164,000; Full time

Benefits offered by this job

Hybrid work arrangement

Health insurance

Paid time off

401(k) retirement plan

Job summary

Securian Financial seeks an Incident Management Consultant to lead end-to-end incident and major incident management, ensuring 24/7 availability for high-severity events. The role partners with technology and business leaders to align practices with enterprise priorities and regulatory requirements.

You will develop data-driven insights from ServiceNow data, drive improvements in availability reporting, and coordinate cross-functional response with Problem & Knowledge Management and engineering

Qualifications

• 3-5+ years in incident management and major incident management, incl. governance and executive communication.
• Strong knowledge of problem management concepts and trend analysis.
• 3-5+ years with ServiceNow ITSM, Incident and Major Incident processes, SLAs, priorities and reporting.
• Proven ability to design and maintain ServiceNow dashboards and analytics for trends and availability.
• Understanding of SLA/OLA structures and escalation models.
• Calm, accountable leadership in 24/7 high visibility situations.
• Influential cross-functional coordination without direct authority.
• Data-driven thinking to translate incident data into executive insights.

Responsibilities

• Own and govern end-to-end incident management processes and governance.
• Lead major incident response and communications, including 24/7 on-call collaboration.
• Manage escalations, runbooks, and adherence to operational standards.
• Develop data-driven insights using ServiceNow data to improve reliability and reduce risk.
• Align incident practices with enterprise priorities and governance forums.

Skills

Incident management

Major incident management

ServiceNow ITSM

Problem management

Executive communication

Cross-functional coordination

Tools

ServiceNow

Dashboards

Job description

Securian Financial seeks an Incident Management Consultant to lead end-to-end incident and major incident management, ensuring 24/7 availability for high-severity events. The role partners with technology and business leaders to align practices with enterprise priorities and regulatory requirements.

You will develop data-driven insights from ServiceNow data, drive improvements in availability reporting, and coordinate cross-functional response with Problem & Knowledge Management and engineering