Major Incident and Problem Manager

Major Incident and Problem Manager Alternate / Related Job Titles

• IT Major Incident Manager
• Incident & Problem Management Lead
• IT Service Management (ITSM) Manager
• ITIL Incident and Problem Manager

Wellesley, MA — Onsite

96 Worcester St, Wellesley, MA 02481

• Position Type: Contract
• Contract Duration: 6 Months
• Start: As Soon As Possible
• Pay Rate: $35–$40 per hour

The Major Incident and Problem Manager is responsible for ensuring rapid and effective resolution of major incidents and problems across the IT operating environment. This role supports global risk management and service stability by coordinating technical teams, driving root cause analysis, and continuously improving ITIL-based Incident and Problem Management processes within a large enterprise financial services environment.

• Ensure incidents are managed to resolution as quickly as possible through effective coordination, escalation, and meeting facilitation
• Ensure problems are managed to resolution
  , including ownership of follow‑up actions and outcomes
• Collaborate with IT service owners and support teams to perform root cause analysis and develop corrective action plans
• Drive post‑incident reviews
  , document lessons learned, and track remediation tasks to completion
• Identify opportunities to mature Incident and Problem Management processes and mitigate future risk
• Develop, document, and implement new or modified ITSM procedures based on metrics, reviews, and performance data
• Maintain a strong understanding of product delivery, IT operations, and service dependencies
• Support critical incidents
  , including periodic on‑call responsibilities outside normal business hours

• 6+ years of experience in incident management, problem management, or root cause analysis in an IT environment
• 10+ years using negotiation, influencing, and facilitation skills in a business or IT setting
• Strong knowledge of the ITIL v3 Service Management Framework
  , with emphasis on Incident and Problem Management
• Proven ability to translate complex technical issues into clear, structured communication
• Strong organizational, analytical, and problem‑solving skills
• Excellent verbal and written communication skills
  ; confident presenter and facilitator
• Strong technical aptitude with experience in IT systems support, administration, or design
• Experience driving process improvements and operational efficiencies
• Ability to build collaborative relationships across technical and business teams
• Ability to remain calm and effective in high‑pressure, incident‑driven environments
• Working knowledge of Service Now or other ITSM tools

• Support North American hours of operation
• Periodic on‑call support for critical incidents
• Ability to work effectively within an Agile environment where applicable

• Strong background in service management
  , including Incident, Problem, and Change Management
• Familiarity with enterprise financial services applications and their architecture
• Intermediate proficiency with Microsoft Office and Outlook

• Medical Insurance
• Vision Insurance
• Dental Insurance
• 401(k) Retirement Plan

Our client is a leading global financial services organization offering insurance, investments, advice, and asset management solutions. With a strong international presence, the organization is committed to innovation, sustainability, and helping clients achieve long‑term financial security and healthier lives.

GTT is a minority‑owned staffing firm and a subsidiary of Chenega Corporation, a Native American–owned company based in Alaska. GTT partners with Fortune 500 organizations across financial services, technology, healthcare, and life sciences throughout the U.S. and Canada.

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