Senior Incident & Problem Management Leader

inspirebrands; Georgia; On-site; USD 90,000 - 130,000; Full time

Job summary

Inspire Brands is seeking an Incident & Problem Management Analyst to lead major incident responses and drive continuous service improvements. You will coordinate cross-functional teams, facilitate incident bridge calls, and craft executive communications during high-pressure events.

The role focuses on stabilizing technology services across the enterprise, conducting RCA, and implementing preventive actions to reduce outages and risk. Collaboration with IT and business stakeholders is essential.

Qualifications

• Experience with ITIL-based Incident/Problem Management.
• Strong ability to communicate technical issues to senior leadership.
• Proven track record delivering executive communications during incidents.

Responsibilities

• Lead and coordinate 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 vendors and stakeholders to expedite resolution.
• Drive RCA and action tracking after major incidents.
• Develop executive-facing communications and post-incident reports.
• Coordinate post-incident reviews and ensure completion of actions.

Skills

Incident Management

Problem Management

Root Cause Analysis

Executive Communication

Stakeholder Management

Operational Excellence

Service Governance

Process Improvement

Continuous Service Improvement

Cross-Functional Collaboration

Critical Thinking & Decision Making

Customer Focus

Education

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

Tools

ServiceNow

Job description

Inspire Brands is seeking an Incident & Problem Management Analyst to lead major incident responses and drive continuous service improvements. You will coordinate cross-functional teams, facilitate incident bridge calls, and craft executive communications during high-pressure events.

The role focuses on stabilizing technology services across the enterprise, conducting RCA, and implementing preventive actions to reduce outages and risk. Collaboration with IT and business stakeholders is essential.