Major Incident & Problem Management Lead

IRB USA Inspire Resources; Atlanta (GA); On-site; USD 100,000 - 130,000; Full time

Job summary

Inspire Brands in Atlanta is looking for an Incident & Problem Management Analyst to unify Incident, Major Incident, and Problem Management across Shared Services. You will act as Incident Commander during major outages, coordinating technical bridge calls, engaging support teams, and delivering clear executive updates.

You will own RCA efforts, drive corrective actions, and push ITIL-aligned improvements to reduce incidents and improve service reliability across MDBP, IDP, APIs, and

Qualifications

• Bachelor's degree in a related field.
• 3+ years in medium to large enterprise IT environments.
• Experience with ITSM processes and incident management.
• Experience leading incident bridge calls and RCA.
• Ability to communicate executive updates during incidents.

Responsibilities

• Lead Major Incident Management activities and serve as Incident Commander.
• Coordinate technical resources and vendors to expedite resolution.
• Develop executive-facing incident communications and status updates.
• Drive RCA efforts and implement corrective actions.
• Promote proactive problem management and continuous improvement.

Skills

Incident Management

Problem Management

ITIL

Executive communications

Stakeholder coordination

Root Cause Analysis

Education

Bachelor's Degree in Computer Science / IT / MIS

Tools

ServiceNow

Job description

Inspire Brands in Atlanta is looking for an Incident & Problem Management Analyst to unify Incident, Major Incident, and Problem Management across Shared Services. You will act as Incident Commander during major outages, coordinating technical bridge calls, engaging support teams, and delivering clear executive updates.

You will own RCA efforts, drive corrective actions, and push ITIL-aligned improvements to reduce incidents and improve service reliability across MDBP, IDP, APIs, and