Senior Incident & Problem Manager — IT Service Excellence

Inspire; Atlanta (GA); On-site; USD 110,000 - 150,000; Full time

Job summary

Inspire Brands is seeking a Senior Incident & Problem Management Analyst to harmonize Incident, Major Incident, and Problem Management across Shared Services. You will serve as Incident Commander for critical incidents, coordinating with cross-functional teams and executives to ensure rapid restoration and clear business communications.

The role also drives RCA, corrective actions, and long-term improvements, leveraging ITIL practices to reduce outages and improve service stability across MDBP,

Qualifications

• Bachelor's degree in a related field.
• Minimum 6 years managing ITSM processes in a medium to large enterprise.
• Experience leading incident bridge calls and coordinating cross-functional teams.
• Experience facilitating Root Cause Analysis and driving corrective actions.
• Ability to create executive-level communications during incidents.

Responsibilities

• Lead Major Incident Management activities for enterprise technology services.
• Act as Incident Commander during high-priority incidents and service disruptions.
• Coordinate technical resources, vendors, and stakeholders to expedite resolution.
• Develop executive-facing communications and post-incident reports.
• Drive RCA efforts and long-term improvements to reduce recurring incidents.
• Maintain documentation, SOPs, and knowledge articles for ITSM processes.
• Collaborate with multiple teams to improve operational maturity and service reliability.

Skills

Incident Management

Problem Management

Major Incident Leadership

Executive Communication

Stakeholder Management

Operational Excellence

Service Governance

Process Improvement

Continuous Service Improvement

Cross-Functional Collaboration

Critical Thinking

Customer Focus

ITIL Knowledge

Education

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

Tools

ServiceNow

Job description

Inspire Brands is seeking a Senior Incident & Problem Management Analyst to harmonize Incident, Major Incident, and Problem Management across Shared Services. You will serve as Incident Commander for critical incidents, coordinating with cross-functional teams and executives to ensure rapid restoration and clear business communications.

The role also drives RCA, corrective actions, and long-term improvements, leveraging ITIL practices to reduce outages and improve service stability across MDBP,