Senior Associate, Major Incident & Problem Management

Vizient; Chicago (IL); On-site; USD 89,000 - 156,000; Full time

Benefits offered by this job

Incentive eligible

Job summary

Vizient is seeking a Senior Incident and Problem Manager to lead enterprise Major Incident Management and Problem Management, minimizing disruptions and restoring critical services. You will coordinate cross-functional teams, vendors, and escalation activities to ensure operational resilience.

The role requires managing RCA/PIRs, driving continuous improvement, and aligning governance with ITIL practices. You will report to senior leadership and partner with diverse IT teams to strengthen

Qualifications

• Relevant degree preferred.
• 5+ years of relevant experience required.
• Experience leading Major Incident Management and Problem Management processes.
• 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.
• 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.

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 KPIs, including MTTR, MTBF, 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.

Skills

Incident management

Problem management

ITSM

Cross-functional collaboration

Executive communication

Analytical thinking

Education

Relevant degree

Tools

ITSM platform

Dashboards

Job description

Excited to grow your career?

We value our talented employees and instill an environment where you feel engaged, satisfied and able to contribute your unique skills and talents while living and working as your authentic self. We provide extensive opportunities for personal and professional development, building employee competence and organizational capability to fuel exceptional performance through an inclusive environment both now and in the future.

Our people make all the difference in our success.

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.

Career Framework

Professional - Senior Associate (P3)

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