Principal Incident & Problem Management Strategist

MassMutual Ventures; United States; Vor Ort; USD 150.000 - 190.000; Vollzeit

Zusammenfassung

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

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

ITSM experience

Incident & problem management

Root cause analysis

Stakeholder engagement

Communication skills

Process ownership

ITIL knowledge

Tools

PagerDuty

Jira

Jobbeschreibung

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