Senior Incident & Problem Management Leader

Inspire; Atlanta (GA); On-site; USD 110,000 - 160,000; Full time

Job summary

Inspire Brands seeks a Senior Incident & Problem Management Analyst to oversee a cohesive Incident, Major Incident, and Problem Management practice across Shared Services. You will lead major incidents, coordinate technical teams, and craft executive communications to minimize disruption.

The role requires extensive ITSM experience, RCA delivery, and collaboration with cross-functional teams to drive continuous service improvement and ITIL-aligned governance.

Qualifications

• Bachelor's Degree in Computer Science, Information Technology, MIS, or related field.
• 6+ years of experience defining, implementing, and improving IT Service Management (ITSM) processes.
• 6+ years of experience supporting Incident Management, Major Incident Management, and Problem Management practices.
• Experience leading incident bridge calls and coordinating cross-functional technical teams.
• Experience facilitating Root Cause Analysis (RCA) and driving corrective actions to resolution.
• Experience creating executive-level communications during technology incidents and service disruptions.

Responsibilities

• Lead Major Incident Management activities for enterprise technology services and platforms.
• Serve as Incident Commander during high-priority incidents and service disruptions.
• Facilitate and lead technical bridge calls during critical incidents.
• Engage and coordinate appropriate technical resources, vendors, and business stakeholders to expedite resolution.
• Drive accountability across support teams and ensure clear ownership of resolution activities.
• Maintain command and control throughout the incident lifecycle.
• Develop and distribute executive-facing communications, including initial notifications, status updates, business impact assessments, executive summaries, resolution communications, and post-incident reports.
• Translate complex technical information into concise, business-focused messaging for senior leadership.
• Coordinate post-incident reviews and ensure action items are tracked to completion.
• Support high-visibility business events, hyper-care periods, and executive escalations when disruptions occur.

Skills

Incident Management

Major Incident Leadership

Problem Management

Root Cause Analysis

Executive Communication

Stakeholder Management

ITIL Knowledge

ServiceNow

Education

Bachelor's Degree in Computer Science, Information Technology, MIS, or related field

Tools

ServiceNow

Job description

Inspire Brands seeks a Senior Incident & Problem Management Analyst to oversee a cohesive Incident, Major Incident, and Problem Management practice across Shared Services. You will lead major incidents, coordinate technical teams, and craft executive communications to minimize disruption.

The role requires extensive ITSM experience, RCA delivery, and collaboration with cross-functional teams to drive continuous service improvement and ITIL-aligned governance.