Incident and Problem Manager Agentic AI

Job Description:

We are Omnissa!

Omnissa is the first AI‑driven digital work platform, built to support flexible, secure, work‑from‑anywhere experiences. We integrate industry‑leading solutions—including Unified Endpoint Management, Virtual Apps and Desktops, Digital Employee Experience, and Security & Compliance—into a seamless, autonomous workspace that adapts to how people work. Our platform boosts employee engagement while optimizing IT operations, security, and cost.

Guided by our Core Values—
Act in Alignment, Build Trust, Foster Inclusiveness, Drive Efficiency, and Maximize Customer Value
—we're growing rapidly and committed to delivering meaningful impact. If you're passionate about shaping the future of work, we'd love to hear from you.

The Incident & Problem Manager is a senior individual contributor within our global IT operations organization.
This role owns the resolution of high‑severity incidents, leads major incident bridges, and drives long‑term problem management outcomes.

In addition to strong traditional incident leadership, this role plays a key part in shaping how agentic AI and automation are designed, introduced, and operationalized within incident management
. You will help evolve how incidents are detected, triaged, communicated, and resolved—working alongside engineering, tooling, and operations teams to move from manual response to AI‑assisted and autonomous workflows.

This is a hands‑on operational role for someone who can run today's incidents confidently while actively helping build the future operating model.

• 4+ years of IT operations/support experience, with at least 2+ years in dedicated incident/problem management roles.
• Curiosity and readiness to evolve incident management using AI and automation
  , not just operate within traditional models.
• Outstanding verbal and written communication skills; proven ability to confidently lead incident calls and communicate with senior executives.
• Hands‑on experience with ticketing tools such as Jira, Service Now, or similar platforms.
• Strong knowledge of ITIL processes; ITIL Foundation required (Intermediate/Practitioner preferred).
• Proven RCA, trend reporting, and process improvement skills.
• Broad understanding of IT infrastructure and applications.
• Resilient under pressure, with strong leadership and decision‑making capabilities.

• Act as the primary lead for critical incidents, running incident bridges and coordinating cross‑functional response teams.
• Make real‑time decisions to restore service quickly and minimize business impact.
• Serve as a senior escalation point for high‑severity, business‑impacting events.

• Deliver clear, confident verbal updates to senior leadership during live incidents.
• Own executive‑level written communications including status updates, notifications, and post‑incident reports.
• Document timelines, decisions, and follow‑ups with precision and accountability.

• Own the end‑to‑end lifecycle of incident and problem tickets (Jira, Service Now, or similar).
• Lead RCAs and trend analysis to identify systemic issues and recurring risk.
• Drive problem reviews through to preventive action and measurable improvement.

• Partner with operations, platform, and tooling teams to design and implement agentic AI capabilities across incident and problem management.
• Help define where automation, AI‑assisted triage, and autonomous actions meaningfully improve speed, quality, and operator effectiveness.
• Contribute operational expertise to the development of AI‑driven workflows, guardrails, and decision models.
• Actively challenge traditional incident management patterns when better AI‑enabled approaches are possible.

• Analyze KPIs, SLAs, and SLOs to improve detection, response, and resolution.
• Strengthen monitoring, alerting, and response playbooks in an AI‑augmented environment.
• Mentor junior incident managers and help raise the overall operational maturity of the team.

• Mountain View, CA or Atlanta, GA
• Locat…