Senior Incident & Problem Management Lead (ITIL)

University of Maryland Global Campus; Adelphi (MD); Hybrid; USD 105,000 - 125,000; Full time

Benefits offered by this job

Generous Time Off

Comprehensive Health Coverage

Tuition Remission

Retirement Plans

Job summary

University of Maryland Global Campus (UMGC) seeks a Senior Specialist to lead incident and problem management, driving ITIL-aligned governance across enterprise systems in a hybrid Adelphi, MD setting. You’ll shepherd major incident responses, root cause analyses, and process improvements with cross-functional teams to strengthen reliability.

The role emphasizes partnerships with service desk, security, and engineering to reduce MTTR/MTTD and improve operational resilience while aligning with IT

Qualifications

• Bachelor's degree in IT or related field or equivalent experience.
• 5+ years IT operations, service management or related disciplines.
• Experience coordinating incident and problem management in enterprise IT.
• Experience ITIL-based service management environments.

Responsibilities

• Lead design, governance, and continuous improvement of incident & problem management.
• Coordinate major incident response across infrastructure, cloud, network, apps, security.
• Facilitate RCA activities, post-incident reviews, corrective actions.
• Design and refine ITSM workflows, escalations, runbooks, and automation.
• Analyze incident trends and reliability metrics to reduce MTTR/MTTD.
• Collaborate with service desk, engineering, security, and operations teams.

Skills

ITIL Incident & Problem Management

Major Incident Management

Root Cause Analysis

SLA / OLA / XLA

ServiceNow ITSM

Incident response runbooks

Operational analytics & dashboards

Cross-functional collaboration

Change, configuration & release

Monitoring & observability

Education

Bachelor's Degree in IT / CS / Cybersecurity / Eng

Preferred: Master's Degree

Tools

ServiceNow

ITSM platforms

Job description

University of Maryland Global Campus (UMGC) seeks a Senior Specialist to lead incident and problem management, driving ITIL-aligned governance across enterprise systems in a hybrid Adelphi, MD setting. You’ll shepherd major incident responses, root cause analyses, and process improvements with cross-functional teams to strengthen reliability.

The role emphasizes partnerships with service desk, security, and engineering to reduce MTTR/MTTD and improve operational resilience while aligning with IT