Incident and Problem Manager

About The Company Our client is a private investment firm combining capital, strategic insight, and engineering capabilities to build and scale complex businesses. They manage diverse asset strategies and collaborate closely with portfolio companies on operational, simulation, and engineering infrastructure.

Responsibilities

• Own and manage the end-to-end major incident process acting as the primary escalation point for high-severity incidents
• Lead incident response efforts while coordinating cross-functional teams to restore service as quickly as possible
• Define and improve incident and problem management processes ensuring consistent execution
• Drive root cause analysis and problem management activities and ensure recurring issues are identified and permanently resolved
• Maintain and leverage a Known Error Database to document workarounds and solutions
• Analyze incident trends and performance metrics to identify systemic issues and improvement opportunities
• Partner with engineering, service owners, and change management to implement fixes and prevent recurrence
• Produce regular reporting on KPIs

Requirements

• Bachelor’s degree required
• 5-8 years of experience in IT service management
• Experience managing major incidents in mission-critical environments
• Hands-on experience with Jira Service Management or similar ITSM tooling
• Strong understanding of incident lifecycle management, escalation, and service restoration
• ITIL certification a plus

Salary Range $100,000-$150,000