Incident and Problem Manager

Incident and Problem Manager page is loaded## Incident and Problem Manager locations:
Mountain View, California Office:
Atlanta, Georgia Office time type:
Full time posted on:
Posted Yesterday job requisition :
R-101074
*
* 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 adats 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-level individual contributor role within our global IT operations organization. You will own the resolution of high-severity incidents, lead incident bridges, communicate directly with senior management, and drive long-term problem management initiatives. This role requires exceptional communication skills, strong ITIL knowledge, and the ability to perform under pressure in a 24×7 environment. You will also mentor junior team members and contribute to operational process improvements.
* 4+ years of IT operations/support experience, with at least 2+ years in dedicated incident/problem management roles.
* 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.
* ** Major Incident Leadership:**  + Act as the
** primary lead on critical incident bridges** (Zoom and conference calls), coordinating cross-functional response teams.  + Make real-time decisions to restore services as quickly as possible.  + Serve as the primary escalation point for major business-impacting incidents.
* ** Executive & Stakeholder Communication:**  + Deliver
** clear, confident, and timely verbal updates
** to leadership and business stakeholders during high-severity incidents.  + Draft and distribute
** executive-level written communications**, including status page updates, email notifications, and post-incident reports.  + Document incident timelines and manage executive follow-ups.
* ** Ticket & Problem Management:**  + Oversee
** end-to-end lifecycle
** of incident and problem tickets (Jira, Service Now, or similar).  + Conduct RCA and
** trend analysis
** to identify recurring issues and systemic risks.  + Drive problem management reviews and follow through on preventive actions.
* ** Operational Excellence & Process Improvement:**  + Analyze KPIs and SLA/SLO metrics to improve incident/problem processes.  + Work with service owners to strengthen monitoring, alerting, and response procedures.  +
** Mentor P2-level team members
** and contribute to their professional development.
* ** Coverage &

Collaboration:

**  + Collaborate closely with global operations teams for seamless handoffs and coverage.  + Coverage is limited US time zones
*
* Location:

** Mountain View, CA or Atlanta, GA
** Location Type:
Onsite or Hybrid
- ** onsite minimum 3 days per week
** Travel Expectations:
** None
*
* Education:

** Bachelor’s degree in Computer Science/IT preferred, or equivalent combination of education and relevant professional experience.
** Compensation:*
* * The typical base salary for this role is between
** USD $88,450 – $184,250
** per year and it may be eligible for participation in a corporate bonus program. Actual compensation offer may vary from posted…