Manager Major Incident & Problem Management

Global Medical Response (GMR) and its family of solutions are dedicated to delivering compassionate, quality medical care, primarily in the areas of emergency and patient relocation services. Here you’ll embark in meaningful work that will make an impact on you and the customers we service. View our employees’ stories on how we provide care to the world at

keep care at the center, raise your hand,seekto understand, find a way together and be accountable—uniteour teamsand set us apart in emergency medical services.

We are seeking a Manager to own the execution and continued maturity of two critical IT Service Management practices, Major Incident & Problem Management. This role leads the response to all enterprise Priority 1 incidents, coordinates rapid restoration of business services, and ensures leaders and stakeholders receive timely, accurate, and business-focused communications.

Beyond active incident response, this position sets the strategic direction for Major Incident and Problem Management. The role provides functional, dotted-line leadership to the existing MSP (Managed Service Provider) Outage Coordinators and Problem Analyst, establishes consistent operating standards, drives accountability for root-cause and corrective-action work, and uses operational insights to reduce repeat incidents and improve service reliability.

This is a hands-on leadership role for someone who can remain composed during high-impact events, bring structure to ambiguity, influence teams without relying on direct authority, and translate technical conditions into clear business impact and decisions.

• Own and lead the end-to-end response for all enterprise P1 incidents, from declaration and bridge activation through service restoration, stakeholder transition, and formal closure.
• Establish command and control during major incidents by clarifying roles, driving urgency, maintaining decision discipline, and ensuring the right technical and business resources are engaged.
• Facilitate incident bridges, maintain focus on restoration, remove coordination obstacles, and elevate risks or resource gaps to technology leadership.
• Ensure business impact, scope, workarounds, recovery progress, and restoration status are validated before they are communicated.
• Coordinate executive, technology, and business communications using clear, concise, and audience-appropriate messaging.
• Lead post-incident reviews and confirm that key decisions, timelines, lessons learned, and follow-up actions are documented.

• Own the enterprise Problem Management practice, including intake, prioritization, investigation governance, known-error discipline, and closure criteria.
• Ensure significant and recurring incidents are evaluated for problem records and that root-cause analysis is completed with appropriate rigor.
• Drive accountable corrective and preventive actions with named owners, target dates, evidence of completion, and risk-based escalation for overdue work.
• Partner with engineering, infrastructure, application, vendor, and service-owner teams to eliminate systemic causes and reduce recurrence.
• Identify patterns across incidents, problems, changes, monitoring events, and service dependencies to inform reliability priorities.

• Provide dotted-line leadership, operating direction, coaching, and quality oversight for MSP provided Outage Coordinators and the Problem Analyst.
• Define role expectations, coverage models, escalation paths, facilitation standards, documentation requirements, and communication…