Senior Associate, Major Incident & Problem Management

Vizient, Inc.; Irving (TX); On-site; USD 89,000 - 156,000; Full time

Benefits offered by this job

Incentive eligible

Job summary

Vizient, Inc. seeks a seasoned leader to drive enterprise Major Incident and Problem Management. You will oversee high-severity incidents, coordinate cross-functional teams, and communicate with executives to restore critical services and improve stability.

You will strengthen ITSM processes, govern incident and problem policies, track KPIs, and deliver root cause analysis with lasting corrective actions. This role requires collaboration across IT, vendors, and business units.

Qualifications

• Experience leading Major Incident Management and Problem Management.
• Strong ITIL knowledge and ITSM practices.
• Ability to communicate with senior leadership 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 P1 and 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, 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).
• Develop and maintain incident and problem management policies, procedures, governance standards, and escalation protocols.
• Collaborate with Change Management, Service Desk, Infrastructure, Cybersecurity, Application Support, and Vendor Management teams.
• Establish and monitor KPIs including MTTR, MTBF, SLA compliance, incident trends, and corrective action effectiveness.
• Conduct process reviews, audits, and maturity assessments to identify improvement opportunities.
• Present service performance metrics and improvement recommendations to senior leadership and business clients.

Skills

ITIL knowledge

ITSM practices

Executive communication

Cross-functional collaboration

Incident / Problem management

Education

Relevant degree preferred

Tools

ITSM platforms

Performance dashboards

Service reporting

Job description

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.