ITSM Senior Major Incident and Problem Manager

ITSM Major Incident and Problem Manager

I. Position Summary

The ITSM Coordinator supports the daily operation of Major Incident Management and Problem Management. The role coordinates major-incident response, facilitates Major Incident calls, communication and escalation, manages problem investigations, and tracks corrective actions through completion.

This is a hands-on operational role requiring sound judgment, clear communication, strong documentation, and consistent follow-through. The position may participate in rotational shifts, after-hours coverage, or an on-call schedule.

II. Principal Responsibilities

• Coordinate major incidents, including bridge facilitation, technical team engagement, escalation, action tracking, stakeholder communication, and operational handoffs.
• Maintain accurate incident records and timelines through service restoration and closure.
• Support post-incident reviews and ensure resulting problems and corrective actions are documented, assigned, and tracked.
• Manage problem records from identification through root-cause investigation, remediation, and closure.
• Facilitate root-cause analysis and escalate overdue or stalled investigations and corrective actions.
• Analyze incident trends to identify recurring issues, problem candidates, and opportunities to improve service stability.
• Maintain accurate relationships among incidents, problems, known errors, workarounds, changes, and knowledge records.
• Monitor process adherence, record quality, aging, service levels, and operational performance.
• Maintain procedures, templates, reports, and job aids supporting consistent execution.
• Identify and support practical improvements to operational processes, communications, documentation, and reporting.
• Participate in rotational shifts, after-hours support, or on-call coverage as required.
• Perform other duties and projects as assigned.

III. Knowledge, Skills and Abilities

• Three or more years of IT Service Management or service-operations experience.
• Direct practitioner experience in at least one of the following:
• Major Incident Management, including coordinating high-impact incidents, facilitating technical bridges, managing escalations, and communicating with stakeholders.
• Problem Management, including managing problem records, facilitating root-cause analysis, analyzing recurring incidents, and tracking corrective actions.
• NOTE: Strong working familiarity with the other discipline is required. Direct hands-on experience in both Major Incident Management and Problem Management is strongly preferred.
• ITIL Foundation certification or a comparable IT Service Management certification is required.
• Working knowledge of Incident, Problem, Change, Knowledge, and Service Level Management and how these processes interact.
• Ability to coordinate technical teams and maintain structure, urgency, and clear communication during high-pressure situations.
• Strong analytical, organizational, documentation, and follow-through skills.
• Ability to communicate technical issues clearly to both technical and nontechnical audiences.
• Working knowledge of an enterprise ITSM platform, preferably ServiceNow.
• Ability to coordinate work, challenge delays, and establish accountability across teams without direct authority.
• Ability to participate in rotational shifts, after-hours support, or an on-call schedule as required.
• Strong working familiarity with MS 365 office tools including Outlook, Teams and Copilot.