Senior Incident & Problem Management Lead

One Inc; United States; On-site; USD 140,000 - 200,000; Full time

Job summary

One Inc is seeking a Principal, Incident and Problem Management to lead strategic initiatives across incident and problem handling. You will define, implement, and optimize processes to minimize downtime and prevent recurring issues, working with cross-functional teams and stakeholders.

The role emphasizes process ownership and leadership without direct line management, focusing on governance, compliance, and continuous improvement within a dynamic software environment.

Qualifications

• 10+ years of IT service management experience with focus on incident and problem management in software environments.
• Strong knowledge of software development workflows and processes.
• Excellent communication skills with software engineers and cross-functional teams.
• Excellent collaboration and stakeholder engagement abilities.
• Proven ability to analyze complex incidents, identify root causes, and prevent recurrence.
• Ability to develop and implement incident and problem management strategies, policies, and procedures.
• ITIL familiarity is helpful but formal certifications are not required.

Responsibilities

• Develop and implement incident and problem management strategies aligned with ITIL and business goals.
• Design and optimize incident reporting, prioritization, investigation, and resolution processes.
• Oversee end-to-end lifecycle of incidents and problems, including post-incident reviews.
• Define SLAs for incident response and resolution times and monitor compliance.
• Establish governance, policies, and documentation for compliant practices.
• Utilize PagerDuty for alerts and on-call scheduling, Jira for tracking issues and RCA.
• Engage stakeholders with regular updates on incident trends and problem resolutions.
• Drive continuous improvement by staying current with industry trends and technologies.

Skills

IT service management

Incident management

Problem management

Root cause analysis

Stakeholder engagement

Process ownership

ITIL familiarity

Tools

PagerDuty

Jira

Job description

One Inc is seeking a Principal, Incident and Problem Management to lead strategic initiatives across incident and problem handling. You will define, implement, and optimize processes to minimize downtime and prevent recurring issues, working with cross-functional teams and stakeholders.

The role emphasizes process ownership and leadership without direct line management, focusing on governance, compliance, and continuous improvement within a dynamic software environment.