Major Incident and Problem Manager

Aquent; Boston (MA); On-site; USD 73,000 - 81,000; Full time

Benefits offered by this job

Stipends for health premiums

Retirement plans with match

Flexible spending accounts

Job summary

Aquent in Boston, MA is seeking a Major Incident and Problem Manager for a 1-year temporary assignment to lead response to technology disruptions across a complex global IT environment. You will coordinate cross-functional technical teams to drive rapid resolution and minimize business impact.

The role requires ITIL expertise, hands-on incident and problem management, and the ability to communicate clearly with stakeholders and executive leadership.

Qualifications

• Minimum of 6 years hands-on experience in incident management, problem management, root cause analysis, or related IT operations functions.
• Minimum of 10 years experience applying negotiation, influencing, facilitation, and stakeholder management within complex IT environments.
• ITIL Service Management knowledge with a core focus on Incident and Problem Management.
• Hands-on proficiency with ServiceNow or similar ITSM platforms.

Responsibilities

• Lead and coordinate IT resource teams during major disruptions to drive rapid incident resolution and escalation management.
• Manage structured problem management processes, identify root causes, and drive remediation with IT service owners.
• Facilitate post-incident reviews to capture findings and develop risk mitigation plans for future stability.
• Mature incident and problem management procedures based on metrics and continuous improvement.
• Track, analyze, and communicate incident and problem metrics and strategic recommendations to stakeholders.
• Maintain deep knowledge of IT operations, service delivery, and enterprise infrastructure.

Skills

Incident management experience

Problem management experience

Root cause analysis

Stakeholder management

Negotiation and facilitation

Communication

Crisis leadership

Education

ITIL Foundation certification

Tools

ServiceNow

Job description

Skill is partnering with a major Healthcare company to find a Major Incident and Problem Manager for a 1-year temporary assignment. In this role, you will lead the response to technology disruptions across a complex global IT environment, coordinating cross-functional technical teams to drive rapid resolution and minimize business impact.

To be considered for this role, you must:

• Be authorized to work in the United States
• Not require sponsorship of any kind for the duration of the assignment
• Be able to work on a W-2 basis (C2C or 1099 is not permitted for this position)

Key Responsibilities

• Lead and coordinate IT resource teams during major technology disruptions to drive rapid incident resolution, facilitate critical incident bridge meetings, and manage appropriate escalations.
• Manage structured problem management processes to identify root causes, establish corrective action plans, and drive remediation completion with IT service owners and support teams.
• Facilitate post-incident and problem review meetings to document findings, identify operational lessons learned, and develop risk mitigation plans for future stability.
• Enhance and mature Incident and Problem Management operational procedures based on performance metrics, post-incident reviews, and continuous improvement initiatives.
• Track, analyze, and communicate incident and problem management metrics, trends, and strategic recommendations to key stakeholders and executive leadership.
• Maintain deep functional knowledge of IT technology operations, service delivery processes, and supporting enterprise infrastructure.

Requirements & Qualifications

• Minimum of 6 years of hands‑on experience in incident management, problem management, root cause analysis, or related IT operations functions.
• Minimum of 10 years of experience applying negotiation, influencing, facilitation, and stakeholder management skills within complex business or IT environments.
• Practical knowledge of ITIL Service Management frameworks (ITIL Foundation certification required), with a core focus on Incident and Problem Management.
• Hands‑on proficiency with ServiceNow or similar enterprise ITSM platforms.
• Strong technical aptitude with proven ability to translate complex technical concepts into clear, actionable information for diverse technical and business audiences.
• Demonstrated ability to remain calm, focused, and decisive during high‑pressure, critical incident scenarios.
• Availability to support North American business hours and participate in a rotating on‑call schedule for off‑hours critical incident support.

Preferred Qualifications

• Broad experience across additional IT Service Management disciplines, including Change Management.
• Familiarity with enterprise‑scale business applications, support models, and highly regulated industry technology environments.
• Intermediate proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).

The target hiring compensation range for this role is $52.76–$58.62/hr. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.

About Skill

Skill connects the best professional and administrative talent with the world’s biggest brands.

• Our eligible talent get access to benefits such as stipends for health premiums, retirement plans with match and flexible spending accounts.

Skill is an equal‑opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment— one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.