Senior Major Incident & Problem Lead

Vizient, Inc.; Irving (TX); On-site; USD 89,000 - 156,000; Full time

Benefits offered by this job

Incentive eligible

Job summary

Vizient, Inc. seeks a seasoned leader to drive enterprise Major Incident and Problem Management. You will oversee high-severity incidents, coordinate cross-functional teams, and communicate with executives to restore critical services and improve stability.

You will strengthen ITSM processes, govern incident and problem policies, track KPIs, and deliver root cause analysis with lasting corrective actions. This role requires collaboration across IT, vendors, and business units.

Qualifications

• Experience leading Major Incident Management and Problem Management.
• Strong ITIL knowledge and ITSM practices.
• Ability to communicate with senior leadership 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 P1 and 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, 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).
• Develop and maintain incident and problem management policies, procedures, governance standards, and escalation protocols.
• Collaborate with Change Management, Service Desk, Infrastructure, Cybersecurity, Application Support, and Vendor Management teams.
• Establish and monitor KPIs including MTTR, MTBF, SLA compliance, incident trends, and corrective action effectiveness.
• Conduct process reviews, audits, and maturity assessments to identify improvement opportunities.
• Present service performance metrics and improvement recommendations to senior leadership and business clients.

Skills

ITIL knowledge

ITSM practices

Executive communication

Cross-functional collaboration

Incident / Problem management

Education

Relevant degree preferred

Tools

ITSM platforms

Performance dashboards

Service reporting

Job description

Vizient, Inc. seeks a seasoned leader to drive enterprise Major Incident and Problem Management. You will oversee high-severity incidents, coordinate cross-functional teams, and communicate with executives to restore critical services and improve stability.

You will strengthen ITSM processes, govern incident and problem policies, track KPIs, and deliver root cause analysis with lasting corrective actions. This role requires collaboration across IT, vendors, and business units.