Senior Incident & Problem Management Lead - Remote

One Inc; Folsom (CA); A distancia; USD 145.000 - 165.000; Jornada completa

Descripción de la vacante

One Inc seeks a Principal, Incident and Problem Management to lead incident and problem initiatives, aligning strategies with ITIL best practices. You will define KPIs, own processes, and work with cross-functional teams to minimize downtime and prevent recurrence.

This role emphasizes leadership in process ownership, governance, and stakeholder engagement without direct people management responsibility.

Formación

• 10+ years in IT service management with 5+ years in incident and problem management.
• Strong knowledge of software development workflows.
• Excellent communication and stakeholder engagement.
• Experience with ITIL is helpful but not required.

Responsabilidades

• Develop and execute incident and problem management strategies aligned with ITIL best practices.
• Design and refine incident and problem management processes for reliability and efficiency.
• Oversee end-to-end lifecycle of incidents and problems and drive resolution.
• Define and monitor SLAs for incident response and resolution times.
• Establish governance and ensure compliance with regulatory requirements.
• Use PagerDuty for alerting and on-call scheduling; Jira for tracking.
• Engage stakeholders and communicate incident trend analyses and reports.
• Drive continuous improvement by staying informed on industry trends.

Descripción del empleo

One Inc seeks a Principal, Incident and Problem Management to lead incident and problem initiatives, aligning strategies with ITIL best practices. You will define KPIs, own processes, and work with cross-functional teams to minimize downtime and prevent recurrence.

This role emphasizes leadership in process ownership, governance, and stakeholder engagement without direct people management responsibility.