Principal Incident & Problem Leader (Remote)

One Inc; Northern (KY); Remote; USD 145,000 - 165,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) plan

Job summary

One Inc is seeking a Principal, Incident and Problem Management to lead incident and problem initiatives, define strategies, processes, and best practices to minimize disruptions and drive proactive problem resolution across IT services.

This role focuses on process ownership, governance, and stakeholder engagement without direct people management. You will collaborate with cross-functional teams to improve service reliability using ITIL-aligned methods and metrics.

Qualifications

• 10+ years in IT service management with a strong focus on incident and problem management in software development environments.
• Knowledge of common software development workflows and collaboration with engineers.
• Excellent communication to engage with software engineers on technical matters.
• Proven ability to analyze incidents, identify root causes, and implement lasting solutions.

Responsibilities

• Develop and execute incident and problem management strategies aligned with ITIL best practices.
• Design and optimize incident reporting, categorization, prioritization, investigation, and resolution workflows; perform root cause analysis.
• Oversee end-to-end lifecycle of incidents and problems, drive post-incident reviews and continuous improvement.
• Define and monitor SLAs for incident response and resolution; report on performance and compliance.

Skills

ITSM

Incident Mgmt

Problem Mgmt

Stakeholder Engagement

Process Ownership

Leadership

Tools

PagerDuty

Jira

Job description

One Inc is seeking a Principal, Incident and Problem Management to lead incident and problem initiatives, define strategies, processes, and best practices to minimize disruptions and drive proactive problem resolution across IT services.

This role focuses on process ownership, governance, and stakeholder engagement without direct people management. You will collaborate with cross-functional teams to improve service reliability using ITIL-aligned methods and metrics.