Senior Major Incident & Problem Manager

Aquent (United States); Boston (MA); On-site; USD 73,000 - 81,000; Full time

Benefits offered by this job

Stipends for health premiums

Retirement plans with match

Flexible spending accounts

Job summary

Aquent in Boston, MA is seeking a Major Incident and Problem Manager for a 1-year temporary assignment to lead response to technology disruptions across a complex global IT environment. You will coordinate cross-functional technical teams to drive rapid resolution and minimize business impact.

The role requires ITIL expertise, hands-on incident and problem management, and the ability to communicate clearly with stakeholders and executive leadership.

Qualifications

• Minimum of 6 years hands-on experience in incident management, problem management, root cause analysis, or related IT operations functions.
• Minimum of 10 years experience applying negotiation, influencing, facilitation, and stakeholder management within complex IT environments.
• ITIL Service Management knowledge with a core focus on Incident and Problem Management.
• Hands-on proficiency with ServiceNow or similar ITSM platforms.

Responsibilities

• Lead and coordinate IT resource teams during major disruptions to drive rapid incident resolution and escalation management.
• Manage structured problem management processes, identify root causes, and drive remediation with IT service owners.
• Facilitate post-incident reviews to capture findings and develop risk mitigation plans for future stability.
• Mature incident and problem management procedures based on metrics and continuous improvement.
• Track, analyze, and communicate incident and problem metrics and strategic recommendations to stakeholders.
• Maintain deep knowledge of IT operations, service delivery, and enterprise infrastructure.

Skills

Incident management experience

Problem management experience

Root cause analysis

Stakeholder management

Negotiation and facilitation

Communication

Crisis leadership

Education

ITIL Foundation certification

Tools

ServiceNow

Job description

Aquent in Boston, MA is seeking a Major Incident and Problem Manager for a 1-year temporary assignment to lead response to technology disruptions across a complex global IT environment. You will coordinate cross-functional technical teams to drive rapid resolution and minimize business impact.

The role requires ITIL expertise, hands-on incident and problem management, and the ability to communicate clearly with stakeholders and executive leadership.