Incident & Problem Lead: Major Incident Process Owner

Sectra; Denver (CO); On-site; USD 95,000 - 125,000; Full time

Benefits offered by this job

Competitive benefits package

Retirement plan with matching

Career development programs

Job summary

Sectra US is seeking an Incident and Problem Lead to own major incident handling, problem management, and escalation processes within the US Service Enablement team. You will drive cross-functional coordination and monitoring practices with Engineering, Cloud, and Customer Operations to improve service reliability.

You will guide teams through root-cause analysis, implement corrective actions, and ensure consistent incident responses, hypercare, and post-implementation support while traveling up

Qualifications

• Bachelor’s degree or equivalent professional experience in IT or related field.
• 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 data into improvements.
• Excellent written and verbal communication skills, especially in complex, time-sensitive situations.
• Ability to influence and coordinate stakeholders across teams without direct reporting lines.
• Willingness to work outside standard hours and travel up to 25%.

Responsibilities

• Own and develop US processes for major incident handling, problem management, escalations, hypercare, and monitoring and event management.
• Establish clear communication, escalation paths, roles, and accountability across teams and ServiceDesk.
• Lead problem management initiatives using trend analysis and root cause investigation.
• Define how teams manage customer escalations and hypercare during post-implementation periods.
• Drive adoption of monitoring and event management practices to identify and respond to issues.
• Monitor adherence to processes and address gaps with leadership.
• Develop and maintain accessible process documentation and training sessions.
• Analyze operational data and feedback to improve service quality and efficiency.
• Partner with Engineering, Customer Operations, Cloud, and Service Enablement for readiness and coordination.
• Represent Sectra US in global process discussions and communicate outcomes to leadership.
• Identify opportunities to use automation to improve workflows.
• Participate in audits and uphold quality systems.
• Support additional operational initiatives as needed.

Skills

IT service management

Incident management

Problem management

Cross-functional coordination

Analytical thinking

Communication

Stakeholder influence

Willingness to travel

Fluent English

Education

Bachelor’s degree in Information Technology or related field

Job description

Sectra US is seeking an Incident and Problem Lead to own major incident handling, problem management, and escalation processes within the US Service Enablement team. You will drive cross-functional coordination and monitoring practices with Engineering, Cloud, and Customer Operations to improve service reliability.

You will guide teams through root-cause analysis, implement corrective actions, and ensure consistent incident responses, hypercare, and post-implementation support while traveling up