Senior Major Incident & Problem Management Lead

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

Job summary

Vizient in Irving, Texas, seeks a senior IT service management leader to own enterprise Major Incident Management and Problem Management. You will coordinate cross-functional teams, manage high-severity incidents, and drive root-cause analysis to permanent resolution, aligned with ITIL practices.

You will establish governance, dashboards, and KPIs, report to senior leadership, and partner with Change, Security, Service Desk, and Vendors to improve resilience and service continuity.

Qualifications

• Bachelor's 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.
• Experience with ITSM platforms, performance dashboards, service reporting, and operational metrics.

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

ITIL frameworks

Incident management

Problem management

Cross-functional collaboration

Leadership communications

Education

Bachelor's degree

Tools

ITSM platforms

Performance dashboards

Job description

Vizient in Irving, Texas, seeks a senior IT service management leader to own enterprise Major Incident Management and Problem Management. You will coordinate cross-functional teams, manage high-severity incidents, and drive root-cause analysis to permanent resolution, aligned with ITIL practices.

You will establish governance, dashboards, and KPIs, report to senior leadership, and partner with Change, Security, Service Desk, and Vendors to improve resilience and service continuity.