Principal, Incident and Problem Management

MassMutual Ventures; United States; On-site; USD 150,000 - 190,000; Full time

Job summary

One Inc is seeking an experienced Principal, Incident and Problem Management to lead our incident and problem management initiatives. This strategic role requires defining strategies, processes, and best practices to minimize disruptions and prevent recurring issues while aligning with ITIL-inspired governance.

You will do cross-functional collaboration, measure performance with KPIs, oversee end-to-end lifecycle of incidents and problems, and drive continuous improvement through post-incident

Qualifications

• 10+ years in IT service management with a strong focus on incident and problem management in software development environments.
• Strong knowledge of software development workflows and collaboration with engineers.
• Excellent communication and stakeholder engagement across levels.

Responsibilities

• Strategize and plan incident and problem management aligned with ITIL best practices.
• Design and optimize incident reporting, prioritization, investigation, and resolution processes.
• Oversee end-to-end lifecycle of incidents and problems, including root cause analysis and post-incident reviews.
• Define and monitor SLAs for incident response and resolution.
• Ensure governance, compliance, and documentation in line with regulatory standards.
• Utilize PagerDuty and Jira for incident-to-problem workflow management.
• Engage with senior management and IT teams to communicate trends and outcomes.
• Drive continuous improvement through industry trends and tooling enhancements.

Skills

ITSM experience

Incident & problem management

Root cause analysis

Stakeholder engagement

Communication skills

Process ownership

ITIL knowledge

Tools

PagerDuty

Jira

Job description

Overview: We are seeking an experienced and strategic-minded Principal, Incident and Problem Management to lead our incident and problem management initiatives at One Inc. In this critical role, you will define and implement strategies, processes, and best practices to ensure effective handling of IT incidents and proactive resolution of underlying problems. This position focuses on delivering high-quality IT services by minimizing disruptions and preventing recurring issues. You will work collaboratively with cross-functional teams and stakeholders, leveraging your expertise to drive continuous improvement. Note that this role does not involve managing a team but requires strong leadership in process ownership and stakeholder engagement.

Key Responsibilities

• Strategy and Planning Develop and execute incident and problem management strategies aligned with business objectives and ITIL best practices. Establish goals, objectives, and key performance indicators (KPIs) to measure the effectiveness of incident response and problem resolution, such as reducing downtime and preventing incident recurrence.
• Process Design and Optimization Design, implement, and refine incident and problem management processes to enhance service reliability and efficiency. Define clear procedures for incident reporting, categorization, prioritization, investigation, and resolution, as well as problem identification, root cause analysis, and prevention. Continuously improve these processes based on performance data and stakeholder feedback.
• Incident and Problem Management Oversee the end-to-end lifecycle of incident and problem management. Ensure incidents are swiftly identified, prioritized, investigated, and resolved to minimize business impact. Lead problem management efforts by analyzing incident trends, identifying root causes, and implementing lasting solutions. Conduct post-incident reviews to capture lessons learned and drive process enhancements.
• Service Level Management Define and monitor service level agreements (SLAs) related to incident response and resolution times. Track SLA performance, report on compliance, and implement corrective actions to ensure service level targets are consistently met.
• Governance and Compliance Establish governance frameworks, policies, and procedures to ensure incident and problem management practices comply with regulatory requirements and industry standards. Perform regular audits to verify process adherence and maintain comprehensive documentation.
• ITSM Tool Utilization Use PagerDuty for alerting, on-call scheduling, and escalations, and Jira for tracking problems, root cause analysis, and resolution. Integrate both tools for efficient incident-to-problem workflow management.
• Stakeholder Engagement and Communication Partner with internal stakeholders including senior management, business units, and IT teams to understand their needs and challenges related to incidents and problems. Provide regular updates, including incident trend analyses and problem resolution reports, to align efforts and secure stakeholder support.
• Continuous Improvement Champion a culture of continuous improvement by identifying opportunities to enhance incident and problem management processes. Stay informed on industry trends, best practices, and emerging technologies to keep strategies cutting-edge.

Skills

• 10 plus years of experience in IT service management, with a significant focus (at least 5 years) on incident and problem management within software development environments. This ensures deep, hands‑on expertise in the context where software is built, tested, and deployed.
• Strong knowledge of common software development workflows and processes. Familiarity with the tools and practices software engineers rely on daily, enabling effective collaboration and problem resolution.
• Excellent communication skills, with the ability to engage directly with software engineers on technical matters. Capable of understanding code‑related issues, discussing solutions, and collaborating effectively to address challenges.
• Excellent collaboration skills, capable of influencing and engaging stakeholders at all levels.
• Proven ability to analyze complex incidents, pinpoint root causes, and implement solutions that prevent recurrence, all within the fast‑paced and dynamic world of software development.
• Proven ability to develop and implement strategies, policies, and procedures specific to incident and problem management.
• While familiarity with frameworks like ITIL may be helpful, no formal certifications are necessary for this role. Practical experience and skills take precedence.

Desired Traits

• Action Oriented, Growth Mindset, Positive Outlook, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development

Additional Requirements

• This position may periodically require work outside of standard business hours, including evenings and weekends, to support business needs.
• Employment is contingent upon successful completion of background screening requirements.
• One Inc may conduct periodic background checks at any time during employment, as permitted by applicable law and company policy.

Physical Demands

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environment

Standard indoor office setting; exposure to computer screens.

Physical

Requires repetitive motion. Substantial movements/motions of the wrists hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed.

Vision

See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents.

Hearing

Ability to hear in the normal audio range with or without corrections.

Company Profile: At One Inc, we empower insurers to meet policyholder expectations with choice, control, convenience, and continuity. Our mission is simple: to make every payment a promise kept.

The One Inc Insurance Payments Network seamlessly integrates multi-channel digital communications with inbound payment processing and outbound disbursement, delivering a frictionless experience for both premiums and claim payments. With over $120 billion in annual payments volume, we are proud to serve more than 300 insurance carriers, helping them honor their commitments instantly and securely.

Headquartered in Folsom, CA, One Inc offers competitive salaries, comprehensive benefits — including medical, dental, and vision insurance — a 401(k) plan, and a strong commitment to work-life balance. We believe in growing from within, promoting opportunities for career advancement across our team of 1,200+ dedicated "Onesters".

Join us in building the infrastructure that fulfills the promise of insurance.

One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.