Senior Incident & Problem Management Lead

Inspire-Brands; Atlanta (GA); On-site; USD 120,000 - 150,000; Full time

Job summary

Inspire Brands is seeking a Senior Incident & Problem Management Analyst to govern Major Incident Management and Problem Management across Shared Services. You will serve as Incident Commander during critical events, coordinating technical bridge calls and engaging stakeholders to restore services promptly.

The role emphasizes translating complex technical issues into concise business updates for senior leadership, driving root cause analyses, and advancing ITIL-aligned practice across the

Qualifications

• Bachelor's degree or higher in a relevant field.
• ITIL knowledge and ITSM experience.
• Experience leading major incidents and RCA efforts.

Responsibilities

• Lead Major Incident Management activities for enterprise services.
• Act as Incident Commander during high-priority incidents.
• Coordinate cross-functional technical teams and vendors.
• Develop executive-facing incident communications and post-incident reviews.
• Drive RCA and corrective actions to prevent recurrence.
• Support governance, metrics, and continuous improvement efforts.

Skills

Incident Leadership

Problem Management

Root Cause Analysis

Executive Communications

Stakeholder Management

Operational Excellence

Service Governance

Process Improvement

Continuous Service Improvement

Cross-Functional Collaboration

Critical Thinking

Customer Focus

Education

Bachelor's Degree in CS/IT/MIS

Tools

ServiceNow

Job description

Inspire Brands is seeking a Senior Incident & Problem Management Analyst to govern Major Incident Management and Problem Management across Shared Services. You will serve as Incident Commander during critical events, coordinating technical bridge calls and engaging stakeholders to restore services promptly.

The role emphasizes translating complex technical issues into concise business updates for senior leadership, driving root cause analyses, and advancing ITIL-aligned practice across the