Principal, Major Incident & Problem Manager - ITSM

Role Summary:

We are hiring a Principal Major Incident & Problem Manager to join our Service Delivery and Support team. This role provides strategic leadership during high impact incidents and drives enterprise-wide resiliency and recovery practices. The ideal candidate will lead the Major Incident process including executive communications, stakeholder coordination, and post incident reviews and be a trusted advisor across IT, Business, and Product. With deep experience in ITSM governance and recovery execution, this leader will enable faster resolution and continuous improvement aligned with frameworks, operational, and customer commitments. Key areas of Principal level experience and proven thought leadership in the following areas required:

Strategic Leadership: Building processes that support the future of IT and measurable business outcomes.

Autonomous Decision Making: Lead Major Incident and Code Red with authority. Speaks to risk, impact, and strategy in real-time without requiring Sr. Manager / Director input.

Cross-Org Influence: Credibility with IT, Business, and Leadership to enforce standards, processes, accountability, governance, and work direction.

Process Ownership in a Growth Phase: Lead the advancement of ITSM processes and contribute to resiliency programs. Function as a subject matter expert and escalation point for operational resources located in the ITC and other geographies.

Key Responsibilities

• Lead and govern the full lifecycle of Major Incidents, including triage, escalation, technical bridge facilitation, and executive/business communication.

• Serve as the primary Incident Commander for Code Red events and lead readiness drills to validate response capabilities.

• Drive maturity and alignment of resiliency, continuity, and recovery programs across global teams.

• Collaborate with cross-functional stakeholders to ensure alignment and accountability during and after critical incidents.

• Lead post incident reviews and root cause analysis sessions, ensuring actionable outcomes and improvements.

• Develop and maintain dashboards, KPIs, and reporting mechanisms to monitor incident trends and influence process improvement.

• Champion the Problem Management process, ensuring timely identification of Known Errors and strategic remediation.

• Influence the design and execution of ITSM processes and tooling, with a focus on automation, scalability, and user experience.

• Enforce compliance with SLAs and regulatory frameworks (e.g., ISO 20000, ITIL).

• Provide mentorship and guidance to junior team members and serve as a subject matter expert in Major Incident and Problem Management.

• Contribute to CMDB data population, maintenance, and use within ITSM processes.

• Own the North America shift in global Incident coverage, interfacing with executive and business leaders during Major Incidents.

• Conduct Code Red drills and function as Incident Commander in the event of Code Red incident.

• Partner and build relationships across the organization to gather and maintain data in support of recovery and resiliency process improvements.

• Advance ITSM/CMDB maturity with developers and stakeholders.

What We Seek:

• 10+ years of progressive experience in IT Service Management, with demonstrated leadership in Major Incident and Problem Management.

• Bachelor's degree in Computer Science, Information Systems, or a related field (Master's preferred).

• ITIL Intermediate or Expert certification with deep working knowledge of ITSM frameworks and best practices.

• Proven ability to lead high pressure technical bridges and communicate effectively with executive stakeholders.

• Strong analytical and critical thinking skills with a continuous improvement mindset.
  Experience with ServiceNow or similar ITSM platforms.

• Demonstrated ability to influence across large, diverse organizations without direct authority.

• Expected to lead during critical incidents, including off-hour escalations as needed.