Senior Incident & Problem Manager - Remote

Apex Systems; Wellesley (MA); Remote; USD 69,000 - 77,000; Full time

Job summary

Apex Systems is seeking a Major Incident and Problem Management Manager to lead incident response and drive problem resolution within Sun Life's IT Operations framework. You will coordinate technical teams, facilitate communications with stakeholders, and ensure timely restoration of services.

This remote role requires deep ITIL experience, strong incident and problem management skills, and the ability to translate complex technical issues into clear actions for executives and engineers.

Qualifications

• 6+ years experience in incident management, problem management, root cause analysis, or related IT operations.
• 10+ years experience in negotiation, influencing, facilitation, and stakeholder management.
• Strong organizational, planning, analytical, and problem-solving skills.
• ITIL Foundation certification and practical knowledge of ITSM, with focus on Incident and Problem Management.
• Ability to translate complex technical concepts into clear, actionable information for diverse audiences.
• Excellent verbal and written communication skills with experience presenting to stakeholders.
• Experience with modern enterprise technologies, system support, administration, or solution design.
• Proven ability to drive process improvements and operational efficiencies.

Responsibilities

• Coordinate incidents to resolution quickly through effective resource coordination and escalation.
• Manage problems through structured practices with stakeholder engagement.
• Conduct root cause analysis and develop corrective action plans.
• Identify opportunities to mature Incident and Problem Management processes.
• Facilitate post-incident and problem review meetings and implement mitigation plans.
• Develop and implement new or revised procedures based on findings and metrics.
• Maintain understanding of technology operations and service delivery.
• Track and communicate metrics, trends, and recommendations to leadership.

Skills

Incident management

Problem management

Stakeholder management

ITIL

Negotiation

Education

ITIL Foundation certification

Tools

ServiceNow

Job description

Apex Systems is seeking a Major Incident and Problem Management Manager to lead incident response and drive problem resolution within Sun Life's IT Operations framework. You will coordinate technical teams, facilitate communications with stakeholders, and ensure timely restoration of services.

This remote role requires deep ITIL experience, strong incident and problem management skills, and the ability to translate complex technical issues into clear actions for executives and engineers.