Senior Enterprise Incident Response Lead

Citizens; Johnston (RI); On-site; USD 100,000 - 135,000; Full time

Benefits offered by this job

Medical benefits

Flexible work arrangements

Education reimbursement

Wellness programs

Job summary

Citizens is seeking a Senior Service Management Specialist - Incident Manager to lead enterprise incident management activities, restoring critical services quickly and minimizing disruption. You will coordinate high-priority incidents across technology, risk, legal, communications, and executives while adhering to ITIL-based practices.

Hours are 40 per week, Monday–Friday. The salary range is $100,000 to $135,000 per year with incentive earnings.

Qualifications

• 5+ years of IT Service Management or Incident Management experience.
• Experience leading major incident responses in a complex enterprise environment.
• Ability to coordinate across technology, risk, legal, and executive teams.
• Strong written and verbal communication, including executive incident updates.
• Hands-on experience with ServiceNow or an equivalent ITSM platform.
• Knowledge of ITIL-based incident, problem, change, escalation, and service management.

Responsibilities

• Lead end-to-end response for high impact P1 and P2 incidents.
• Facilitate major incident bridge calls and drive cross-functional teams.
• Coordinate with Technology Operations, Risk, Legal, Communications, and executives.
• Prepare timely incident communications and executive updates.
• Document incidents in systems of record with timelines and milestones.
• Enforce incident classification, prioritization, escalation, and governance requirements.
• Lead post-incident reviews and drive root-cause remediation.
• Use metrics to improve response, resilience, automation, and maturity.
• Support emergency change processes in an Agile environment.

Skills

Incident Management

IT Service Management

ServiceNow

ITIL Practices

Executive Communications

Stakeholder Coordination

Education

Bachelor's degree in CS/IT/Business

Tools

Microsoft Excel

Confluence

Job description

Citizens is seeking a Senior Service Management Specialist - Incident Manager to lead enterprise incident management activities, restoring critical services quickly and minimizing disruption. You will coordinate high-priority incidents across technology, risk, legal, communications, and executives while adhering to ITIL-based practices.

Hours are 40 per week, Monday–Friday. The salary range is $100,000 to $135,000 per year with incentive earnings.