Senior Incident & Problem Management Lead

Media Riders Inc.; Wellesley (MA); On-site; USD 120,000 - 170,000; Full time

Job summary

Sun Life seeks a Major Incident and Problem Management Manager to lead the response to technology disruptions. You will coordinate technical teams, facilitate communication, and ensure timely resolution while minimizing business impact.

The role emphasizes root cause analysis, collaboration with IT service owners, and driving remediation through established ITIL and ITSM practices, with a focus on continuous improvement and stakeholder engagement.

Qualifications

• Minimum six years in incident management, problem management, root cause analysis or related IT operations.
• Strong negotiation, influencing, facilitation and stakeholder engagement skills in business or IT settings.
• ITIL Foundation certification and practical ITSM knowledge, with emphasis on Incident and Problem Management.

Responsibilities

• Lead responses to technology disruptions and drive resolution through structured incident and problem management practices.
• Coordinate technical teams, facilitate communications, and ensure incidents and problems are resolved with minimal business impact.
• Collaborate with IT service owners and support teams to perform root cause analysis and develop corrective action plans.

Skills

Incident management

Root cause analysis

Stakeholder management

Facilitation

Negotiation

Education

ITIL Foundation certification

Tools

ServiceNow

Job description

Sun Life seeks a Major Incident and Problem Management Manager to lead the response to technology disruptions. You will coordinate technical teams, facilitate communication, and ensure timely resolution while minimizing business impact.

The role emphasizes root cause analysis, collaboration with IT service owners, and driving remediation through established ITIL and ITSM practices, with a focus on continuous improvement and stakeholder engagement.