ITSM Incident & Problem Manager Santa Ana

Incident Manager / Major Incident Manager Responsibilities

• Serve as the Incident Manager / Major Incident Manager for high‑severity and business‑impacting incidents by organizing incident bridges, war rooms, rapid triage, clear ownership, and timely decision‑making.
• Ensure incidents are properly classified, prioritized, and escalated based on impact and urgency.

• Enforce ITIL‑aligned Incident and Problem Management practices.
• Ensure accurate and complete documentation within Service Now, including impact and affected services, incident timelines, root‑cause summaries, and follow‑ups.
• Act as Problem Manager to identify recurring issues and systemic risks, ensuring RCAs are completed with actionable outcomes.
• Act as a process authority during incidents, ensuring teams adhere to defined ITSM standards.

• Own operational oversight of service availability and reliability – monitor key service health indicators, including service availability and uptime, incident volumes and severity trends, MTTR, MTTD, SLA and OLA adherence.
• Use observability data to proactively identify service degradation and emerging risks.
• Escalate systemic availability or reliability concerns to leadership with data‑backed insights.

• Actively leverage observability platforms (e.g., Grafana, Datadog).
• Partner with engineering and SRE teams to improve monitoring coverage, alert quality and signal‑to‑noise ratio.
• Ensure alerting and escalation via Pager Duty aligns with service criticality.

• Serve as the primary communication lead during incidents – deliver concise, executive‑level updates that articulate business impact, current status, mitigation steps, and next milestones.
• Translate complex technical details into clear business language.
• Maintain confidence and composure while engaging senior leaders during high‑pressure events.
• Facilitate or support post‑incident reviews – identify trends, gaps, and opportunities for process improvement, tooling enhancement, and better operational readiness.
• Contribute to the evolution of Command Center playbooks, runbooks, and response standards.

• 3–6 years of experience in major incident / Command Center operations.
• Production operations or site reliability support.
• Proven experience managing high‑severity incidents in 24×7 environments.
• Demonstrated ownership of service reliability and operational KPIs.

• Strong working knowledge of ITIL / ITSM frameworks.
• Deep hands‑on experience with enforcing ITSM discipline across distributed technology teams.
• Exceptional communication and facilitation skills.
• Strong analytical mindset with comfort using metrics and dashboards.
• Ability to operate decisively in high‑pressure situations.
• Influences outcomes without formal authority.
• Comfortable interfacing with executive leadership.

• Experience in regulated or customer‑critical environments (Fin Tech, Payments, SaaS).
• Exposure to ITSM tools like Service Now, Pager Duty, etc.

This position follows a shift roster defined by the company. As we operate in a 24/7 environment, the selected candidate will work according to rotating schedules.

• Market‑competitive salary.
• Great career growth and development opportunities in a global organization.
• Hybrid schedule with 2 days in the office per week.
• Generous insurance (health, disability, life).
• Paid holidays, time‑off, and leave policies for life events (maternity, paternity, adoption).
• Paid volunteering opportunities (5 days per year).

We are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.