Senior Incident Commander & Problem Management Lead

Inspire Brands, Inc.; Atlanta (GA); On-site; USD 120,000 - 180,000; Full time

Job summary

Inspire Brands, Inc. is seeking a Senior Incident & Problem Management Analyst to drive cohesive Incident, Major Incident, and Problem Management across Shared Services and critical enterprise platforms.

The role leads major incident responses, coordinates technical bridge calls, and communicates effectively with senior leadership to restore services quickly and with business focus. It also owns RCA efforts and long‑term improvements.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, MIS, or related field.
• 6+ years in a medium to large enterprise environment.
• 6+ years defining, implementing ITSM processes (ITIL).
• Experience leading incident bridge calls and coordinating cross‑functional technical teams.
• Experience driving RCA and corrective actions to resolution.
• Experience creating executive communications during incidents.

Responsibilities

• Lead Major Incident Management activities for enterprise services.
• Serve as Incident Commander during high-priority incidents and service disruptions.
• Facilitate technical bridge calls and coordinate resources to expedite resolution.
• Develop executive-facing incident communications and post-incident reports.
• Own Problem Management: RCA, corrective actions, and knowledge transfer.
• Promote continuous service improvement and ITSM maturity across teams.

Skills

Incident Management

Major Incident Management

Problem Management

ITIL Knowledge

Executive Communication

Stakeholder Management

ServiceNow

Root Cause Analysis

Leadership

Cross‑Functional Collaboration

Education

Bachelor's Degree in Computer Science/IT or MIS

Tools

ServiceNow

Job description

Inspire Brands, Inc. is seeking a Senior Incident & Problem Management Analyst to drive cohesive Incident, Major Incident, and Problem Management across Shared Services and critical enterprise platforms.

The role leads major incident responses, coordinates technical bridge calls, and communicates effectively with senior leadership to restore services quickly and with business focus. It also owns RCA efforts and long‑term improvements.