Incident Management Consultant; Hybrid

Position Summary

The Incident Management Consultant serves as the process owner and subject‑matter expert for incident and major incident management within IT Service Management. The role is accountable for defining, governing, and continuously improving practices that protect enterprise service availability, minimize business disruption, and enable rapid restoration of services relied upon across the organization.

The consultant leads and oversees major incident response across the full lifecycle, maintaining 24/7/365 availability for high‑severity incidents, and facilitates end‑user and executive‑facing communication during both business and after‑hours events. The consultant partners closely with technology and business leaders to ensure incidents are managed in alignment with enterprise business impact, risk tolerance, regulatory requirements, and service commitments affecting both customer‑facing and internal operations.

In addition to operational leadership, the consultant develops and sustains capabilities for incident trending, problem identification, and availability reporting, translating operational data into insights that support enterprise risk awareness, service reliability, and operational decision‑making. The role collaborates closely with Problem & Knowledge Management, REO operations and engineering teams, platform teams, and leadership to strengthen governance, transparency, and outcomes that extend beyond IT into broader business performance.

• Own and govern end‑to‑end incident management:
  Lead process design, governance standards, operating procedures, and continuous improvement for incident and major incident management; serve as the authoritative point of accountability for how incidents are identified, prioritized, escalated, communicated, and managed through resolution to ensure consistent execution, business continuity, and organizational resilience.
• Support and lead major incident response and communication:
  Partner with on‑call technology leaders coordinating cross‑functional service restoration while acting as the incident management SME; lead executive and business‑facing communications with consistent, timely, and accurate updates aligned to standards, including 24/7/365 participation and after‑hours stakeholder and executive engagement.
• Establish standards, enforce adherence, and manage escalations:
  Define clear expectations for incident execution across internal teams and external service providers; oversee adherence to escalation models, runbooks, and operational standards; and serve as the escalation point for process, communication, and cross‑domain coordination issues impacting enterprise operations.
• Develop data‑driven insight and improvement capabilities:
  Design, implement, and continuously enhance incident trending, problem identification, and availability reporting using Service Now data to identify recurring incidents, systemic issues, service availability risks, and reliability trends; use these insights to inform problem management engagement, corrective actions, and continuous improvement initiatives that improve service reliability and reduce operational risk across technology and business services.
• Align practices with enterprise priorities and governance:
  Partner with technology leadership and business stakeholders to ensure incident, major incident, and availability practices align with enterprise business priorities and service commitments; contribute to governance forums, prepare leadership‑level reporting, and advise on improvements to processes, metrics, communication models, and service reliability outcomes that support organizational objectives.

• 3‑5+ years of expertise in incident management and major incident management, including governance models, escalation frameworks, and executive level communication during critical incidents.
• Strong working knowledge of problem management concepts, including trend analysis, recurrence identification, and collaboration with problem owners to drive root‑cause outcomes.
• 3‑5+ years of advanced, hands‑on experience with Service Now ITSM, specifically Incident and Major Incident…