Senior ITIL Incident & Problem Manager — MIM Lead

Computacenter AG & Co. oHG; Northern (KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Computacenter is seeking a PIAM Asset Management analyst to join the Process Integration and Management team on a prestigious customer account. You’ll serve as the operational lead for Major Incident and Problem Management, while also supporting Asset, Change, and Release Management within ITIL.

You will log, classify, and prioritize incidents, restore services with fast workarounds, escalate where needed, perform RCA, and maintain a knowledge base for permanent fixes.

Qualifications

• 5+ years in enterprise IT or service management
• Strong ITIL knowledge including Asset, Change, Release
• Bachelor’s degree or equivalent practical experience
• Active US government security clearance preferred

Responsibilities

• Act as operational lead for Major Incident Management and Problem Management
• Log and classify inbound disruptions, service requests and user tickets
• Prioritize incidents by business impact and urgency
• Restore service via workarounds or fixes to meet SLAs
• Escalate unresolved tickets to second/third-line support
• Communicate status updates during outages to users and stakeholders
• Close incident files and confirm user satisfaction
• Identify root causes of recurring or high-impact incidents
• Perform root cause analysis (RCA) using 5 Whys or Pareto
• Create and publish temporary workarounds during fixes
• Submit formal change requests for permanent fixes
• Maintain database of known errors and solutions
• Perform trend analysis on ticket data
• Audit process compliance and governance
• Manage lifecycle of processes including design and rollout
• Review critical process documentation and templates
• Govern MIM framework for high-priority outages
• Convene PIR meetings to initiate RCA
• Mediate cross-functional conflicts on ticket ownership
• Partner with Change Management for safe production deployments
• Define and monitor CSFs and KPIs for ITSM practices
• Track MTTR, SLA breaches, and first-contact resolution
• Track recurrence, proactive problem volume, and backlog trends
• Deliver monthly performance data and risk assessments to IT execs
• Collaborate with business leaders to align services with objectives
• Support Computacenter’s mission and values

Skills

ITIL

Asset Mgmt

Change Mgmt

Release Mgmt

SAP

MS Office

MS Teams

RCA

Stakeholders

Communication

Education

Bachelor’s degree in IT/Business/Engineering

Tools

SAP

MS Office

MS Teams

Job description

Computacenter is seeking a PIAM Asset Management analyst to join the Process Integration and Management team on a prestigious customer account. You’ll serve as the operational lead for Major Incident and Problem Management, while also supporting Asset, Change, and Release Management within ITIL.

You will log, classify, and prioritize incidents, restore services with fast workarounds, escalate where needed, perform RCA, and maintain a knowledge base for permanent fixes.