Incident & Problem Leader — Restoration & Prevention

Smartsuite; Newport Beach (CA); On-site; USD 120,000 - 170,000; Full time

Job summary

Capitolis is seeking an Incident and Problem Manager to own restoration and prevention: coordinating major incidents to resolution, conducting post-incident reviews, and guiding problem records from root cause analysis to known errors and permanent fixes. You will report trends to IT leadership and maintain an auditable incident timeline.

The role collaborates with the Service Desk, Change and Release, Security Operations, and IT Operations to drive timely, compliant risk reduction and ensure

Qualifications

• Experience coordinating major incidents and post-incident reviews.
• Strong root cause analysis, known errors and permanent fixes knowledge.
• Familiar with ITIL 4 practices and cross-team collaboration.

Responsibilities

• Coordinate major incidents and communications to resolution.
• Own the incident process, priorities and escalation.
• Run post-incident reviews and track actions to completion.
• Manage problem records, root cause analysis and known errors.
• Drive permanent fixes through change and deployment.
• Report incident trends and problem backlog to IT leadership.

Skills

Incident management

Problem management

Change management

Knowledge management

SLA/OLA tracking

Root cause analysis

Stakeholder communication

ITIL 4

Tools

ITSM tooling

SmartSuite ITSM

Job description

Capitolis is seeking an Incident and Problem Manager to own restoration and prevention: coordinating major incidents to resolution, conducting post-incident reviews, and guiding problem records from root cause analysis to known errors and permanent fixes. You will report trends to IT leadership and maintain an auditable incident timeline.

The role collaborates with the Service Desk, Change and Release, Security Operations, and IT Operations to drive timely, compliant risk reduction and ensure