IT Incident Management Lead

Job Summary

The Problem & Incident Management Lead oversees enterprise Incident Management and Problem Management processes, ensuring rapid service restoration during disruptions, leading root cause analysis, post‑incident reviews, and continuous improvement.

• Own and manage the end‑to‑end Incident Management and Problem Management lifecycle across the organization.
• Lead response and coordination of major incidents, acting as Incident Commander and ensuring timely service restoration.
• Coordinate technical teams, business stakeholders, communications, escalations and recovery efforts during major incidents.
• Adhere to escalation procedures, communication protocols and governance standards.
• Facilitate operational bridges, incident triage sessions, and stakeholder updates during critical outages.
• Manage enterprise problem records, identify root causes, and drive resolution.
• Implement proactive problem‑management initiatives to reduce recurring incidents.
• Maintain documentation, standards, process workflows and operational KPIs, SLAs and dashboards.
• Partner with engineering, infrastructure, security and support teams to implement preventive controls and service improvements.
• Utilize ITSM platforms such as Service Now, Zendesk, Jira Service Management  or equivalent.
• Lead Post‑Incident Review (PIR) and Root‑Cause Analysis (RCA) sessions following high‑impact incidents.
• Document incident timelines, contributing factors, corrective actions and lessons learned.
• Track and close corrective and preventive actions.
• Develop trend‑analysis reporting to identify recurring operational issues and opportunities for automation or optimization.
• Promote a culture of operational learning, resilience and continuous service improvement.

• 5+ years of experience in Incident Management, Problem Management, IT Service Management or Service Operations.
• Proven experience leading major incident response and post‑incident review processes.
• Strong understanding of ITIL Incident Management and Problem Management frameworks.
• Hands‑on experience with ITSM tools such as Service Now, Zendesk, Jira Service Management  or equivalent.
• Experience coordinating cross‑functional technical teams during critical operational incidents.
• Excellent leadership, facilitation, communication and stakeholder engagement skills.
• Decision‑making under pressure and process governance experience.
• Analytical reporting and KPI management skills.
• Continuous improvement and operational resilience mindset.
• ITIL 4 Foundation or ITIL Managing Professional certification (nice to have).
• Certified Incident Manager (CIM), Certified Problem and Change Manager (CPCM) and ITSM Implementation certification (nice to have).

On‑site 4 days a week.

• Medical, vision, dental and mental health benefits with health‑care concierge.
• Flexible or Health Savings Accounts (FSA or HSA).
• Free concert tickets, paid time off including holidays, sick time and personal days.
• 401(k) program with company match and stock reimbursement program.
• New‑parent programs including caregiver leave and fertility, adoption, foster or surrogacy support.
• Career and skill development programs including tuition reimbursement and student‑loan repayment.
• Volunteer time off and crowdfunding match.

Live Nation strongly supports equal employment opportunity for all applicants regardless of age, ancestry, color, religious creed, family and medical care leave, mental or physical disability, marital status, domestic partner status, medical condition, genetic information, military and veteran status, political affiliation, national origin, citizenship, race, sex, gender identity and expression, sexual orientation and any other basis protected by applicable law. Live Nation will make reasonable accommodations for qualified individuals with disabilities and for religious accommodations on a case‑by‑case basis.