The Major Incident and Problem Management Manager

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

Job Description

Apex Systems is a world-class technology services business that incorporates industry insights and experience to deliver solutions that fulfill our clients’ digital visions.

Job#

3056430

Position

Major Incident and Problem Management Manager

Location

Remote

Duration

1 year (with possibility of extension)

Start Date

November 9th, 2026

Rate

$50-$56/hour

Job Description

Sun Life has implemented formal IT Operations Management practices based on ITIL® framework processes, including Incident, Problem, Change, and Configuration Management. These practices support the stability, reliability, and continuous improvement of a complex global technology environment.
The Major Incident and Problem Management Manager will be part of a dedicated team of professionals responsible for leading the response to technology disruptions and driving resolution through structured incident and problem management practices. The successful candidate will play a critical role in coordinating technical teams, facilitating communication, and ensuring incidents and problems are resolved efficiently while minimizing business impact.

Key Responsibilities

• Ensure incidents are managed through to resolution as quickly as possible through effective coordination of resources, appropriate escalation, and facilitation of meetings.
• Ensure problems are managed through to resolution using structured problem management practices, effective coordination, and stakeholder engagement.
• Collaborate with IT service owners and support teams to conduct root cause analysis, develop corrective action plans, and drive completion of remediation activities.
• Identify opportunities to enhance and mature Incident and Problem Management processes through reviews, lessons learned, and continuous improvement initiatives.
• Facilitate post‑incident and problem review meetings, document outcomes, and develop implementation plans to mitigate future risks.
• Develop, document, and implement new or revised procedures based on operational findings, performance metrics, and process improvement opportunities.
• Maintain a comprehensive understanding of technology operations, service delivery processes, and supporting infrastructure.
• Track and communicate incident and problem management metrics, trends, and recommendations to stakeholders and leadership.

Qualifications And Experience

• A minimum of six (6) years of experience in incident management, problem management, root cause analysis, or a related IT operations function.
• A minimum of ten (10) years of experience utilizing negotiation, influencing, facilitation, and stakeholder management skills within business or IT environments.
• Strong organizational, planning, analytical, and problem‑solving skills.
• ITIL Foundation certification and practical knowledge of IT Service Management practices, with a strong focus on Incident and Problem Management.
• Exceptional attention to detail and the ability to identify, analyze, and resolve complex issues.
• Strong technical aptitude and an understanding of IT service delivery and operational support functions.
• The ability to translate complex technical concepts into clear, organized, and actionable information for diverse audiences.
• Excellent verbal and written communication skills, including experience presenting and facilitating discussions with technical and non‑technical stakeholders.
• Experience working with modern enterprise technologies, including system support, administration, or solution design.
• Demonstrated success implementing process improvements and driving operational efficiencies.
• Proven ability to build collaborative relationships with business stakeholders, technology teams, vendors, and leadership at all organizational levels.
• Strong interpersonal skills with experience engaging engineers, architects, developers, operational teams, and senior leaders.
• The ability to effectively manage relationships and navigate challenging situations in a fast‑paced environment.
• The ability to remain calm and make sound decisions under pressure during critical incidents.
• A positive, proactive, and customer‑focused approach.
• Experience using ServiceNow or other IT Service Management (ITSM) platforms.

Additional Requirements

• Availability to support North American business hours.
• Participation in a rotating on‑call schedule to support critical incidents outside of regular business hours.
• Ability to work effectively within an agile and collaborative work environment.

Preferred Qualifications

• Strong experience in IT Service Management, including Incident, Problem, and Change Management.
• Familiarity with enterprise‑scale business applications, technology platforms, and support models.
• Intermediate proficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
• Experience working in large, complex, and highly regulated technology environments.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex Will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.