Principal, Incident and Problem Management

Job Category
:
Development

Requisition Number
: PRINC
001673

• Full-Time
• Remote

Showing 1 location

Remote United States

• Pay or shift range: $145,000 USD to $165,000 USD The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Overview:
We are seeking an experienced and strategic-minded Principal, Incident and Problem Management to lead our incident and problem management initiatives at One Inc. In this critical role, you will define and implement strategies, processes, and best practices to ensure effective handling of IT incidents and proactive resolution of underlying problems. This position focuses on delivering high-quality IT services by minimizing disruptions and preventing recurring issues.

You will work collaboratively with cross-functional teams and stakeholders, leveraging your expertise to drive continuous improvement. Note that this role does not involve managing a team but requires strong leadership in process ownership and stakeholder engagement.

Key Responsibilities:

• Strategy and Planning Develop and execute incident and problem management strategies aligned with business objectives and ITIL best practices. Establish goals, objectives, and key performance indicators (KPIs) to measure the effectiveness of incident response and problem resolution, such as reducing downtime and preventing incident recurrence.
• Process Design and Optimization Design, implement, and refine incident and problem management processes to enhance service reliability and efficiency. Define clear procedures for incident reporting, categorization, prioritization, investigation, and resolution, as well as problem identification, root cause analysis, and prevention. Continuously improve these processes based on performance data and stakeholder feedback.
• Incident and Problem Management Oversee the end-to-end lifecycle of incident and problem management. Ensure incidents are swiftly identified, prioritized, investigated, and resolved to minimize business impact. Lead problem management efforts by analyzing incident trends, identifying root causes, and implementing lasting solutions. Conduct post-incident reviews to capture lessons learned and drive process enhancements.
• Service Level Management Define and monitor service level agreements (SLAs) related to incident response and resolution times. Track SLA performance, report on compliance, and implement corrective actions to ensure service level targets are consistently met.
• Governance and Compliance Establish governance frameworks, policies, and procedures to ensure incident and problem management practices comply with regulatory requirements and industry standards. Perform regular audits to verify process adherence and maintain comprehensive documentation.
• ITSM Tool Utilization Use Pager Duty for alerting, on-call scheduling, and escalations, and Jira for tracking problems, root cause analysis, and resolution. Integrate both tools for efficient incident-to-problem workflow management.
• Stakeholder Engagement and Communication Partner with internal stakeholders including senior management, business units, and IT teams to understand their needs and challenges related to incidents and problems. Provide regular updates, including incident trend analyses and problem resolution reports, to align efforts and secure stakeholder support.
• Continuous Improvement Champion a culture of continuous improvement by identifying opportunities to enhance incident and problem management processes. Stay informed on industry trends, best practices, and emerging technologies to keep strategies…