Remote Manager, Major Incident & Problem Management

Global Medical Response; Escondido (CA); Remote; USD 95,000 - 108,000; Full time

Job summary

Global Medical Response seeks a Manager for Major Incident & Problem Management. This remote role leads enterprise P1 incident response, drives strategic maturity of incident and problem practices, and coordinates with engineering, MSPs, and executives to minimize downtime and risk.

You will build governance, measure restoration performance, and guide cross-team collaboration while translating technical details into business impact. DOE compensation listed.

Qualifications

• Bachelor's degree in IT, CS, or related field.
• 5+ years IT Service Management or equivalent enterprise IT.
• Experience leading major incidents in a multi-team environment.

Responsibilities

• Own and lead end-to-end response for all enterprise P1 incidents, from declaration to closure.
• Establish command and control during major incidents with clear roles and resources.
• Facilitate incident bridges and maintain focus on restoration and risk.
• Ensure business impact, scope, workarounds, and restoration status are communicated.
• Coordinate executive, technology, and business communications clearly.
• Lead post-incident reviews with documented lessons and action items.
• Own the enterprise Problem Management practice, including intake and closure criteria.
• Drive root-cause analysis with ownership, dates, and evidence of completion.
• Partner with engineering, vendor, and service-owner teams to reduce recurrence.
• Provide dotted-line leadership for MSP Coordinators and the Problem Analyst.
• Develop multi-year strategy, governance, and maturity plan for ITSM.
• Define measures and monitor restoration, timing, and business impact.
• Identify automation opportunities across ITSM tools and handoffs.

Skills

ITIL

Incident Management

Major Incident Management

Problem Management

Leadership

Communication

ServiceNow

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Tools

ServiceNow

Job description

Global Medical Response seeks a Manager for Major Incident & Problem Management. This remote role leads enterprise P1 incident response, drives strategic maturity of incident and problem practices, and coordinates with engineering, MSPs, and executives to minimize downtime and risk.

You will build governance, measure restoration performance, and guide cross-team collaboration while translating technical details into business impact. DOE compensation listed.