Senior ITSM Problem & Major Incident Manager

Senior ITSM Problem & Major Incident Manager

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Hybrid work arrangement based in Richmond, VA

We're seeking a seasoned Senior ITSM Problem/Major Incident Manager to join our dynamic IT Service Management team! You'll spearhead root cause analysis, prevent recurring issues and ensure smooth management of incidents and problems across our IT landscape. You'll work closely with cross‑functional teams and be part of an on‑call rota.

• Respond to Major Incidents and orchestrate teams to restore service.
• Lead efforts to identify, categorize and prioritize problems based on incident data, proactively investigating recurring issues.
• Own the problem management process and deliver a roadmap of improvements.
• Facilitate root cause analysis meetings and post‑incident reviews with stakeholders.
• Collaborate with IT teams, infrastructure, application support and vendors to diagnose, document and resolve problems.
• Implement strategies and proactive measures to prevent recurring issues and minimize impact on business operations.
• Track and report problem management data insights, including time to resolution, problem recurrence rates and SLA adherence.
• Work closely with Incident, Change and Service Managers to align with broader ITSM processes.
• Provide clear, timely updates to stakeholders on status of problem investigations and corrective actions.

• Experience running Major Incident Calls and being part of an on‑call rota.
• Experience owning a problem management process and delivering on improvements.
• Bachelor’s degree in information technology, Computer Science or related field preferred.
• Minimum 5 years of IT Service Management experience focusing on Problem, Incident or Service Operations.
• ITIL v3 or ITIL 4 Foundation certification preferred; advanced ITIL certifications are a plus.
• Strong understanding of IT infrastructure, cloud services, application support and CI relationships.
• Proven ability to conduct in‑depth root cause analysis and develop effective problem resolutions.
• Excellent verbal and written communication skills.
• Proven ability to lead cross‑functional teams and influence without direct authority.
• Strong analytical and critical‑thinking skills.
• Experience with service management tooling such as Service Now or BMC Remedy.

US Work Authorization required. Markel does not provide visa sponsorship for this position, now or in the future.

• Competitive benefit programs supporting diverse evolving needs.
• Flexible health, dental, vision insurance plans and optional life, disability and AD&D insurance.
• 401(k) with employer match, Employee Stock Purchase Plan, PTO, corporate holidays, floating holidays and parental leave.

Markel is an equal opportunity employer. We do not discriminate on the basis of any protected characteristic, including race, color, sex, religion, creed, national origin, ancestry, age, disability, sexual orientation, gender identity or expression, genetic information, pregnancy, marital status, military status, and many others per applicable law. For accommodation requests, email  No agencies please.

Mid‑Senior level

Full‑time

Information Technology

Insurance