Senior Incident & Problem Manager – ITIL Lead

Vizient; Chicago (IL); On-site; USD 89,000 - 156,000; Full time

Benefits offered by this job

Incentive eligible

Job summary

Vizient is seeking a Senior Incident and Problem Manager to lead enterprise Major Incident Management and Problem Management, minimizing disruptions and restoring critical services. You will coordinate cross-functional teams, vendors, and escalation activities to ensure operational resilience.

The role requires managing RCA/PIRs, driving continuous improvement, and aligning governance with ITIL practices. You will report to senior leadership and partner with diverse IT teams to strengthen

Qualifications

• Relevant degree preferred.
• 5+ years of relevant experience required.
• Experience leading Major Incident Management and Problem Management processes.
• Experience coordinating cross-functional technical teams, vendors, and operational processes during critical service disruptions.
• Strong knowledge of ITIL frameworks and ITSM practices, including Incident, Problem, and Change Management.
• Experience facilitating root cause analysis, post-incident reviews, and corrective action planning.
• Demonstrated ability to communicate effectively with senior leadership and business clients during high-priority incidents.

Responsibilities

• Lead enterprise Major Incident Management and Problem Management processes to ensure operational effectiveness and service reliability.
• Direct response and recovery efforts for Priority 1 (P1) and Priority 2 (P2) incidents, coordinating technical teams, vendors, and escalation activities to restore critical services.
• Facilitate incident bridge calls, crisis communications, and executive updates throughout major incident lifecycles.
• Oversee root cause analysis (RCA), post-incident reviews (PIRs), and corrective action plans to prevent recurring incidents and systemic failures.
• Manage proactive problem identification, trend analysis, problem backlogs, and the Known Error Database (KEDB) to improve service stability and knowledge sharing.
• Develop and maintain incident and problem management policies, procedures, governance standards, and escalation protocols aligned with ITIL best practices.
• Collaborate with Change Management, Service Desk, Infrastructure, Cybersecurity, Application Support, and Vendor Management teams to improve service delivery and operational resilience.
• Establish and monitor KPIs, including MTTR, MTBF, SLA compliance, incident trends, problem aging, and corrective action effectiveness.
• Conduct process reviews, audits, and maturity assessments to identify improvement opportunities and enhance incident response capabilities.
• Present service performance metrics, incident trends, root cause findings, and continuous improvement recommendations to senior leadership and business clients.

Skills

Incident management

Problem management

ITSM

Cross-functional collaboration

Executive communication

Analytical thinking

Education

Relevant degree

Tools

ITSM platform

Dashboards

Job description

Vizient is seeking a Senior Incident and Problem Manager to lead enterprise Major Incident Management and Problem Management, minimizing disruptions and restoring critical services. You will coordinate cross-functional teams, vendors, and escalation activities to ensure operational resilience.

The role requires managing RCA/PIRs, driving continuous improvement, and aligning governance with ITIL practices. You will report to senior leadership and partner with diverse IT teams to strengthen