Lead Major Incident & Problem Manager (Remote)

Ampcus, Inc; Chicago (IL); Remote; USD 120,000 - 160,000; Full time

Job summary

Ampcus seeks an experienced Major Incident and Problem Management Consultant to oversee major incident management, minimize business disruption, and ensure timely service restoration in line with SLAs. The role requires strong IT service management, root cause analysis, and continuous service improvement across global operations.

The consultant collaborates with incident, problem, change management, and service delivery teams to maintain consistent practices and deliver high-quality operational

Qualifications

• Significant IT experience with IT operations and service management.
• ITIL V4 Foundation certification.
• Understanding of IT service management frameworks and best practices.
• Experience managing major incidents and end-to-end service restoration.
• Ability to lead virtual teams and coordinate cross-functional resources.

Responsibilities

• Manage major incidents and communicate per SLAs and processes.
• Assess impact and urgency; declare major incidents and coordinate response.
• Lead service restoration efforts to minimize business impact.
• Ensure resolution of Sev-1 and Sev-2 incidents with SLA compliance.
• Coordinate Major Incident Response Teams and liaise with stakeholders.
• Produce incident reports and management communications with insights.

Skills

IT operations

IT service management

Incident management

Problem management

Root cause analysis

Leadership

Stakeholder management

Facilitation

Training materials

Education

ITIL V4 Foundation

Job description

Ampcus seeks an experienced Major Incident and Problem Management Consultant to oversee major incident management, minimize business disruption, and ensure timely service restoration in line with SLAs. The role requires strong IT service management, root cause analysis, and continuous service improvement across global operations.

The consultant collaborates with incident, problem, change management, and service delivery teams to maintain consistent practices and deliver high-quality operational