Incident & Problem Lead

Sectra; Shelton (CT); On-site; USD 95,000 - 125,000; Full time

Benefits offered by this job

Comprehensive benefits

401(k) with matching

Career development programs

Job summary

Sectra is seeking an Incident and Problem Lead for the US Service Enablement team, reporting to the Customer Support Manager. This role drives major incident handling, problem management, and customer escalations, aligning US needs with global standards.

You will lead cross-functional initiatives, develop clear processes, and mentor teams while integrating monitoring, hypercare, and automated improvements. Travel up to 25% may be required.

Qualifications

• Bachelor’s degree or equivalent professional experience in IT/IS or related field.
• Experience in IT service management, technical support operations, or enterprise software service delivery.
• Experience coordinating major incidents, customer escalations, or leading problem management.
• Understanding incident and problem management, root cause analysis, and corrective action practices.
• Experience documenting and improving processes across multiple teams.
• Strong analytical and critical thinking skills; able to translate data into improvements.
• Excellent written and verbal communication, especially in time-sensitive situations.
• Ability to influence and coordinate stakeholders without direct reporting lines.
• Willingness to travel up to 25% (domestic/international).
• Fluency in English.

Responsibilities

• Own and develop US processes for major incidents, problem management, and escalations.
• Establish clear communication, escalation paths, and accountability across teams.
• Lead problem management using trend analysis and root cause investigations.
• Define how teams manage escalations and hypercare after deployments.
• Drive adoption of monitoring, event management, and issue response practices.
• Monitor adherence to processes and address gaps with leadership.

Skills

Incident management

Problem management

IT service management

Cross-functional coordination

Root cause analysis

Process improvement

Analytical thinking

Written and verbal communication

Education

Bachelor’s degree in IT/IS or related field

Tools

ITSM platforms

Monitoring/Event management tools

Job description

Are you passionate about solving recurring problems, bringing structure to complex situations, and improving how teams support their customers? Do you enjoy connecting people, processes, and technology to deliver more consistent and reliable service? Sectra is looking for an Incident and Problem Lead to join our US Service Enablement team, reporting to the Customer Support Manager. This role is ideal for someone with experience in IT service management who enjoys taking ownership of processes, guiding cross-functional teams, and turning operational insights into practical improvements.

What You’ll Do

• Own and develop US processes for major incident handling, problem management, customer escalations, hypercare, and monitoring and event management, aligning with global standards while addressing US needs.
• Establish clear communication, escalation paths, roles, and accountability so major incidents are handled effectively and consistently across customer-facing teams and the ServiceDesk.
• Lead problem management initiatives, using trend analysis and root cause investigation to identify corrective actions and prevent recurring issues.
• Define how teams manage customer escalations and hypercare, including periods of heightened support following implementations or significant service issues.
• Drive adoption of monitoring and event management practices that help teams identify, assess, and respond to service issues.
• Monitor how teams follow established processes, identify gaps, and work with relevant leaders to address them.
• Develop and maintain clear, accessible process documentation and deliver sessions that introduce and reinforce ways of working.
• Analyze operational data and gather feedback to identify opportunities to improve service quality, efficiency, and consistency.
• Partner with Engineering, Customer Operations, Cloud, and Service Enablement to strengthen operational readiness and coordination.
• Represent Sectra US in global process discussions and improvement initiatives, communicating relevant outcomes and decisions to the Customer Support Manager.
• Identify opportunities to use automation and new technology to improve support processes.
• Participate in internal and external audits related to support processes and quality systems.
• Support additional operational initiatives and projects as business needs evolve.

Required Qualifications

• Bachelor’s degree in Information Technology, Information Systems, a related field, or equivalent professional experience.
• Experience in IT service management, technical support operations, or enterprise software service delivery.
• Experience coordinating major incidents, managing customer escalations, or leading problem management activities.
• Understanding of incident management, problem management, root cause analysis, and corrective action practices.
• Experience developing, documenting, and improving processes across multiple teams.
• Strong analytical and critical thinking skills, with the ability to translate operational data into practical improvements.
• Excellent written and verbal communication skills, including the ability to communicate clearly during complex or time-sensitive situations.
• Ability to influence and coordinate stakeholders across teams without relying on direct reporting relationships.
• Strong organizational skills, sound judgment, and the ability to manage competing priorities.
• Willingness to work occasionally outside standard business hours to support critical incidents and operational needs.
• Willingness to travel up to 25%, including domestic and international travel.
• Fluent in English.

Preferred Qualifications

• ITIL certification or practical experience applying ITIL service management principles.
• Experience supporting healthcare technology, enterprise imaging, or other systems used in environments where service availability is critical.
• Experience with monitoring and event management, hypercare, or service transition activities.
• Familiarity with IT service management platforms, reporting tools, and operational dashboards.
• Experience using automation to improve service workflows and process consistency.
• Experience working across regional and global teams to implement shared standards.
• Experience participating in audits or maintaining documentation within a quality management system.

Other Information

We recruit on an ongoing basis, and the goal is for the right candidate to start as soon as possible.

The salary range for this position is $95,000–$125,000, based on experience and qualifications.

Sectra provides a competitive total rewards package including comprehensive benefits, a retirement plan with matching, and career development programs.

Sectra celebrates diversity and is proud to be an equal opportunity employer. We are committed to an inclusive environment for all employees and applicants and will make all employment-related decisions without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, or veteran status.

To support a safe environment for our customers and their patients, Sectra intends to require a drug screen, including urinalysis, [following a conditional offer of employment] as a condition of employment for this position. Many of our customers also require vendor credentialing, which can include a 10-panel drug screen, before on-site work begins. Testing will be conducted in accordance with applicable law. Candidates will receive a copy of any positive result, and all results are kept confidential and shared only with those who need them.