Senior Associate, Major Incident & Problem Management

Vizient, Inc.; Chicago (IL); Presencial; USD 89.000 - 156.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Benefits plan

Incentive eligible

Descripción de la vacante

Vizient, Inc. in the United States seeks an experienced leader to own enterprise Major Incident and Problem Management, driving incident response, RCA, and continuous improvement to improve service stability.

You will coordinate cross-functional teams, manage escalations, and collaborate with Change, Service Desk, Infrastructure, Cybersecurity, and Vendor Management to maintain high availability and resiliency in a complex IT environment.

Formación

• Experience leading Major Incident Management and Problem Management in a complex enterprise IT environment.
• Experience coordinating cross-functional technical teams, vendors, and operational processes during critical service disruptions.
• Strong knowledge of ITIL frameworks and ITSM practices, including Incident, Problem, and Change Management.
• Demonstrated ability to communicate effectively with senior leadership during high-priority incidents.
• Experience with ITSM platforms, performance dashboards, service reporting, and operational metrics.

Responsabilidades

• Lead enterprise Major Incident Management and Problem Management processes to ensure operational effectiveness and service reliability.
• Direct response and recovery efforts for Priority 1 (P1) and Priority 2 (P2) incidents, coordinating technical teams, vendors, and escalation activities to restore critical services.
• Facilitate incident bridge calls, crisis communications, and executive updates throughout major incident lifecycles.
• Oversee root cause analysis (RCA), post-incident reviews (PIRs), and corrective action plans to prevent recurring incidents and systemic failures.
• Manage proactive problem identification, trend analysis, problem backlogs, and the Known Error Database (KEDB) to improve service stability and knowledge sharing.
• Develop and maintain incident and problem management policies, procedures, governance standards, and escalation protocols aligned with ITIL best practices.
• Collaborate with Change Management, Service Desk, Infrastructure, Cybersecurity, Application Support, and Vendor Management teams to improve service delivery and operational resilience.
• Establish and monitor key performance indicators (KPIs), including mean time to restore service (MTTR), mean time between failures (MTBF), service level agreement (SLA) compliance, incident trends, problem aging, and corrective action effectiveness.
• Conduct process reviews, audits, and maturity assessments to identify improvement opportunities and enhance incident response capabilities.
• Present service performance metrics, incident trends, root cause findings, and continuous improvement recommendations to senior leadership and business clients.

Conocimientos

Major Incident Management

Problem Management

ITIL

Cross-functional coordination

Executive communication

Educación

Relevant degree preferred

Herramientas

ITSM platforms

Performance dashboards

Service reporting

Descripción del empleo

When you're the best, we're the best. We instill an environment where employees feel engaged, satisfied and able to contribute their unique skills and talents while living and working as their authentic selves. We provide extensive opportunities for personal and professional development, building both employee competence and organizational capability to fuel exceptional performance through an inclusive environment both now and in the future.

Summary

In this role, you will lead enterprise Major Incident Management and Problem Management functions to minimize business disruptions, restore critical services, and improve operational stability. You will oversee high-severity incident response, coordinate cross-functional teams, facilitate executive communications, and drive root cause analysis and permanent resolution of systemic issues. You will strengthen IT service management practices through process governance, performance monitoring, and continuous improvement aligned with ITIL frameworks.

Responsibilities

• Lead enterprise Major Incident Management and Problem Management processes to ensure operational effectiveness and service reliability.
• Direct response and recovery efforts for Priority 1 (P1) and Priority 2 (P2) incidents, coordinating technical teams, vendors, and escalation activities to restore critical services.
• Facilitate incident bridge calls, crisis communications, and executive updates throughout major incident lifecycles.
• Oversee root cause analysis (RCA), post-incident reviews (PIRs), and corrective action plans to prevent recurring incidents and systemic failures.
• Manage proactive problem identification, trend analysis, problem backlogs, and the Known Error Database (KEDB) to improve service stability and knowledge sharing.
• Develop and maintain incident and problem management policies, procedures, governance standards, and escalation protocols aligned with ITIL best practices.
• Collaborate with Change Management, Service Desk, Infrastructure, Cybersecurity, Application Support, and Vendor Management teams to improve service delivery and operational resilience.
• Establish and monitor key performance indicators (KPIs), including mean time to restore service (MTTR), mean time between failures (MTBF), service level agreement (SLA) compliance, incident trends, problem aging, and corrective action effectiveness.
• Conduct process reviews, audits, and maturity assessments to identify improvement opportunities and enhance incident response capabilities.
• Present service performance metrics, incident trends, root cause findings, and continuous improvement recommendations to senior leadership and business clients.

Qualifications

• Relevant degree preferred.
• 5 or more years of relevant experience required.
• Experience leading Major Incident Management and Problem Management processes within complex enterprise IT environments.
• Experience coordinating cross-functional technical teams, vendors, and operational processes during critical service disruptions.
• Strong knowledge of ITIL frameworks and IT Service Management (ITSM) practices, including Incident, Problem, and Change Management.
• Experience facilitating root cause analysis, post-incident reviews, and corrective action planning.
• Demonstrated ability to communicate effectively with senior leadership and business clients during high-priority incidents.
• Experience with ITSM platforms, performance dashboards, service reporting, and operational metrics.
• Strong analytical, organizational, problem-solving, and continuous improvement skills.
• Ability to manage competing priorities, drive cross-functional collaboration, and make sound decisions in high-pressure situations.

Estimated Hiring Range

At Vizient, we consider skills, experience, and organizational needs in our compensation approach. Geographic factors may adjust the range estimate and hires typically fall below the top range. Compensation decisions are tailored to individual circumstances. The current salary range for this role is $88,900.00 to $155,500.00. This position is also incentive eligible. Vizient has a comprehensive benefits plan! Please view our benefits here: http://www.vizientinc.com/about-us/careers

Equal Opportunity Employer

Females/Minorities/Veterans/Individuals with Disabilities

The Company is committed to equal employment opportunity to all employees and applicants without regard to race, religion, color, gender identity, ethnicity, age, national origin, sexual orientation, disability status, veteran status or any other category protected by applicable law.

Working at Vizient

Working at Vizient means shaping the future of healthcare, every day. Alongside our clients, we're building a healthier, more human healthcare system. We connect people, data, and solutions to enable healthcare organizations to improve financial sustainability, enhance system performance, and deliver better care. Headquartered in Irving, Texas, with 11 offices across the United States, Vizient has more than 5,000 employees who bring deep expertise and a shared commitment to transforming healthcare. Together, we're solving some of the industry's most complex challenges while creating opportunities to learn, grow, and drive lasting change for healthcare organizations and the communities they serve.

Through our enterprise of companies, we deliver meaningful impact across the continuum of care: Apexus - The exclusive contractor for 340B Drug Pricing Program, managed by the Health Resources and Services Administration. aptitude - The industry's first online direct contracting market, supporting self-contracting activity between hospitals and suppliers. Kaufman Hall - Leading healthcare advisory services to support our clients in achieving financial, clinical, and operational excellence. Provista - Proven supply chain partner specializing in extended, diagnostic, and preventive care facilities, including surgery centers, home health, and senior living.