Incident & Problem Lead: Drive US Service Excellence

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

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.