Incident and Problem Manager

The Position

North Mark Compute & Cloud (NMC²)is backed by dedicated leadership and investment, with a clear mission as it operates at the bleeding edge of technology. Its goal is to scale and enhance the high-performance computing (HPC) and cloud infrastructure that supports its clients' research, production, and delivery, enabling breakthroughs that shape the industries of tomorrow. Its engineers build critical infrastructure to eliminate friction in scientific research, simulations, analysis, and decision-making, accelerating discovery and driving faster innovation.

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