Major Incident and Problem

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

Job Title: Major Incident and Problem

Location(s): Chicago, IL (Remote)

Job Summary

We are seeking an experienced Major Incident and Problem Management Consultant to oversee major incident management, minimize business disruption, and ensure timely service restoration in accordance with Service Level Agreements (SLAs). The ideal candidate will have a strong background in IT service management, operational management, incident resolution, problem management, root cause analysis, and continuous service improvement.

The consultant will work closely with incident management teams, problem management, change management, service desk teams, service delivery managers, and business stakeholders to ensure consistent service management practices and high-quality operational outcomes.

Responsibilities

• Manage major incidents and ensure they are handled and communicated in accordance with established SLAs and service management processes.
• Assess business impact and urgency, declare major incidents, and coordinate appropriate response activities.
• Lead the service restoration process or implement measures to reduce business impact.
• Ensure effective resolution of Severity 1 and Severity 2 incidents while maintaining end-to-end SLA compliance.
• Identify and take ownership of unallocated incidents to ensure timely resolution.
• Coordinate Major Incident Response Teams and provide technical and non-technical support as required.
• Liaise with service desk teams, account relationship managers, service delivery managers, and other stakeholders to support incident resolution and customer satisfaction.
• Maintain effective working relationships across organizational tiers and functional teams.
• Provide consistent, accurate, and timely incident communications, including end-to-end outage updates and business notifications.
• Produce high-quality incident reports and management communications that provide actionable business insights.
• Oversee incident management process delivery and ensure adherence to established service management standards.
• Proactively identify operational issues, coordinate resolution, and work directly with clients and service delivery organizations.
• Facilitate and lead operational, incident review, and management meetings.
• Act as a subject matter expert for incident management processes and support the effective operation of the major incident management framework.
• Ensure stakeholder resources are appropriately identified, guided, and coached.
• Provide guidance to service delivery organizations to promote globally consistent operational processes.
• Prioritize customer business interests when coordinating incident response and service restoration.
• Support continuous service improvement initiatives and the implementation of service performance enhancements.
• Apply problem management practices to identify risks, investigate recurring issues, and drive root cause analysis.
• Proactively identify potential service risks and implement preventive measures to minimize future incidents.
• Develop training materials, schedule and facilitate training sessions, and mentor internal and external resources.
• Manage escalations effectively and handle multiple urgent tasks based on business impact and priority.

Required Qualifications

• Significant IT experience, with a strong emphasis on IT operations and service management.
• Minimum ITIL V4 Foundation certification.
• Strong understanding of IT service management frameworks, processes, and best practices.
• Knowledge of computer systems, systems integration, and architecture concepts.
• Ability to understand interdependencies between systems within global business processes.
• Proven experience managing major incidents and supporting end-to-end service restoration.
• Experience working directly with business stakeholders and service managers.
• Demonstrated ability to lead virtual teams and coordinate cross-functional resources.
• Strong leadership, communication, facilitation, and stakeholder management skills.
• Experience leading incident management meetings and managing escalations.
• Strong critical-thinking, analytical, and root cause analysis skills.
• Ability to manage competing priorities and urgent issues while assessing business impact.
• Experience developing training materials, delivering training sessions, and mentoring team members.
• Ability to work independently, navigate ambiguity, and lead teams toward resolution.
• Knowledge of Lean principles and Six Sigma methodologies.
• Commitment to proactive problem management and continuous service improvement.

Preferred Qualifications

• Additional knowledge or certification in ITIL V3 or ITIL V4.
• Experience applying Lean and Six Sigma methodologies to operational improvement.
• Strong written and verbal communication skills.
• Experience in proactive problem management, service risk identification, and preventive issue resolution.
• Proven ability to drive service improvement initiatives and improve operational performance.

Work Arrangement

• Fully remote within the United States.
• Applicants must be U.S. citizens or Green Card holders.

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.