Senior Incident & Problem Management Lead Engineer

Mass Financial Services; Boston (MA); Vor Ort; USD 140.000 - 180.000; Vollzeit

Zusammenfassung

Mass Financial Services is seeking an IT Service Management Lead Engineer to oversee Incident and Problem Management, driving governance, ownership, and documentation to improve service stability and resilience.

The role partners with service owners, technical teams, and leadership to restore services, identify root causes, track remediation actions, and reduce recurring incidents, while maintaining ITSM metrics and executive reporting.

Qualifikationen

• Bachelor's degree or equivalent experience.
• ITIL 4 Foundation certification a plus or 5-6+ years of ITSM experience with responsibility for Problem, Incident, or Major Incident Management.
• Strong knowledge of ITIL Incident and Problem Management, governance, root-cause analysis, known errors, corrective actions, and continual improvement.

Aufgaben

• Lead Major Incident Management activities with incident owners for detection through restoration.
• Facilitate daily operational reviews, governance meetings, and executive service reviews for incidents and problems.
• Drive Problem Management lifecycle: RCA, AARs, known-error docs, action plans to prevent recurrence.

Kenntnisse

ITIL

Incident management

Problem management

Major incident

Executive communication

Analytical thinking

Ausbildung

Bachelor's degree or equivalent experience

Jobbeschreibung

Mass Financial Services is seeking an IT Service Management Lead Engineer to oversee Incident and Problem Management, driving governance, ownership, and documentation to improve service stability and resilience.

The role partners with service owners, technical teams, and leadership to restore services, identify root causes, track remediation actions, and reduce recurring incidents, while maintaining ITSM metrics and executive reporting.