Incident and Problem Manager

Position

The Incident & Problem Manager is accountable for establishing and operating the Incident Management and Problem Management practices within NMC², ensuring that service disruptions are resolved quickly, root causes are identified and eliminated, and lessons learned drive continuous improvement across the ITSM ecosystem. This combined role owns the full lifecycle of reactive and proactive service restoration; from initial detection and triage through resolution, root cause analysis, and known error documentation, ensuring minimal business impact and sustained service reliability.

The ITSM team is responsible for ensuring the reliability and stability of services across NMC²’s infrastructure and operations. The Incident & Problem Manager owns the end-to-end lifecycle of service disruptions, ensuring rapid restoration, effective escalation, and long-term resolution of underlying issues. Working alongside Service Desk, Engineering, Data Center Operations, and vendors, you will lead major incident response, drive root cause analysis, and implement continuous improvement across the ITSM ecosystem.

This role plays a critical part in maintaining service availability and improving operational maturity at scale.

• Own and manage the end-to-end major incident process, acting as the primary escalation point for high‑severity incidents
• Lead incident response efforts, coordinating cross‑functional teams to restore service as quickly as possible
• Define and improve incident and problem management processes, ensuring consistent execution and high‑quality data in Jira Service Management
• Drive root cause analysis and problem management activities, ensuring 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 such as MTTR, SLA performance, and incident trends

• Bachelor’s Degree or equivalent experience
• 5+ years of experience in IT Service Management, with ownership of Incident and/or Problem Management
• Proven experience managing major incidents in high‑availability or mission‑critical environments
• Hands‑on experience with Jira Service Management or similar ITSM tooling
• Strong understanding of incident lifecycle management, escalation, and service restoration
• Experience conducting root cause analysis and driving long‑term remediation
• Strong analytical and problem‑solving skills, with the ability to identify trends in operational data
• Excellent communication skills with the ability to coordinate across technical and non‑technical teams
• ITIL certification or equivalent experience preferred
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

• Company‑Paid Lunch Stipend:
  Lunch is provided via Grub Hub
• Company‑Paid Benefits: 100% Employer‑Paid Medical in our High Deductible Health Plan, Dental and Vision benefits for employees and their families
• 16 weeks of Paid Parental Leave
• Employee Assistance Program
• Life insurance, Short‑Term Disability and Long‑Term Disability
• 401(k):
  Company will match 100% of your contributions up to 6%
• Optional Employee‑Paid Benefits:
  Medical insurance in our PPO plan and a variety of other benefits such as Health Savings Accounts (with Company Contribution!), Flexible Spending Accounts, Supplemental Life Insurance, Wellhub and more
• Time Off: 25 days of Paid Time Off plus 12 company holidays

North Mark Strategies LLC is an Equal Employment Opportunity Employer. The company's policy is not to discriminate against any applicant or employee based on race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, genetic information, or any other basis protected by applicable law. The firm also prohibits harassment of applicants or employees based on any of these protected categories.