Remote Major Incident & Problem Management Lead

Rural Metro Fire Department; Northern (KY); Hybrid; USD 95,000 - 108,000; Full time

Job summary

Global Medical Response (GMR) seeks a Manager to own the execution and maturity of Major Incident and Problem Management, leading enterprise P1 incident response and rapid service restoration with clear, business-focused communications.

The role includes strategic direction, governance, and coaching for MSP outage coordinators and analysts, leveraging ITIL practices to reduce recurrence and improve reliability in a remote, senior-management supported environment.

Qualifications

• 5+ years of IT service management, service operations, incident management, problem management, or a related enterprise technology function.
• Demonstrated experience leading high-severity incidents in a complex, multi-team environment with material business impact.
• Experience designing, maturing, or governing Major Incident and Problem Management processes, not only executing individual cases.
• Experience leading internal teams, managed-service providers, or matrixed resources through influence and clearly defined accountability.
• Experience presenting incident status, risk, root cause, and corrective-action progress to senior technology and business leaders.

Responsibilities

• Own and lead the end-to-end response for enterprise P1 incidents and restoration.
• Establish command and control during major incidents and engage resources.
• Facilitate incident bridges, maintain restoration focus, and communicate status to stakeholders.
• Lead problem management with root-cause analysis and corrective actions.
• Provide dotted-line leadership to MSP outage coordinators and analysts.

Skills

ITSM

Incident management

Problem management

Leadership

Stakeholder communication

Education

Bachelor's degree in IT/CS/Business

Tools

ServiceNow

Job description

Global Medical Response (GMR) seeks a Manager to own the execution and maturity of Major Incident and Problem Management, leading enterprise P1 incident response and rapid service restoration with clear, business-focused communications.

The role includes strategic direction, governance, and coaching for MSP outage coordinators and analysts, leveraging ITIL practices to reduce recurrence and improve reliability in a remote, senior-management supported environment.