Lead Major Incident & Problem Management (ITIL)

Vizient, Inc.; Chicago (IL); On-site; USD 89,000 - 156,000; Full time

Benefits offered by this job

Benefits plan

Incentive eligible

Job summary

Vizient, Inc. in the United States seeks an experienced leader to own enterprise Major Incident and Problem Management, driving incident response, RCA, and continuous improvement to improve service stability.

You will coordinate cross-functional teams, manage escalations, and collaborate with Change, Service Desk, Infrastructure, Cybersecurity, and Vendor Management to maintain high availability and resiliency in a complex IT environment.

Qualifications

• Experience leading Major Incident Management and Problem Management in a complex enterprise IT environment.
• Experience coordinating cross-functional technical teams, vendors, and operational processes during critical service disruptions.
• Strong knowledge of ITIL frameworks and ITSM practices, including Incident, Problem, and Change Management.
• Demonstrated ability to communicate effectively with senior leadership during high-priority incidents.
• Experience with ITSM platforms, performance dashboards, service reporting, and operational metrics.

Responsibilities

• Lead enterprise Major Incident Management and Problem Management processes to ensure operational effectiveness and service reliability.
• Direct response and recovery efforts for Priority 1 (P1) and Priority 2 (P2) incidents, coordinating technical teams, vendors, and escalation activities to restore critical services.
• Facilitate incident bridge calls, crisis communications, and executive updates throughout major incident lifecycles.
• Oversee root cause analysis (RCA), post-incident reviews (PIRs), and corrective action plans to prevent recurring incidents and systemic failures.
• Manage proactive problem identification, trend analysis, problem backlogs, and the Known Error Database (KEDB) to improve service stability and knowledge sharing.
• Develop and maintain incident and problem management policies, procedures, governance standards, and escalation protocols aligned with ITIL best practices.
• Collaborate with Change Management, Service Desk, Infrastructure, Cybersecurity, Application Support, and Vendor Management teams to improve service delivery and operational resilience.
• Establish and monitor key performance indicators (KPIs), including mean time to restore service (MTTR), mean time between failures (MTBF), service level agreement (SLA) compliance, incident trends, problem aging, and corrective action effectiveness.
• Conduct process reviews, audits, and maturity assessments to identify improvement opportunities and enhance incident response capabilities.
• Present service performance metrics, incident trends, root cause findings, and continuous improvement recommendations to senior leadership and business clients.

Skills

Major Incident Management

Problem Management

ITIL

Cross-functional coordination

Executive communication

Education

Relevant degree preferred

Tools

ITSM platforms

Performance dashboards

Service reporting

Job description

Vizient, Inc. in the United States seeks an experienced leader to own enterprise Major Incident and Problem Management, driving incident response, RCA, and continuous improvement to improve service stability.

You will coordinate cross-functional teams, manage escalations, and collaborate with Change, Service Desk, Infrastructure, Cybersecurity, and Vendor Management to maintain high availability and resiliency in a complex IT environment.