Incident Management Problem Management

Job title: Incident Management / Problem Management

Location: Charlotte NC

Duration: Long Term Contract

Key Responsibilities

• Define maintain and consistent execution of the incident management process and policies.
• Perform real-time business impact assessments and communicate risk and customer impact to stakeholders
• Effectively communicate updates to stakeholders during major incidents by providing accurate information.
• Should work as a single point of contact for production support vertical teams and senior leadership for any kind of updates during the major incidents.
• Ensure the processes align with business objectives and industry best practices.
• Govern and improve the effectiveness of the incident management process.
• Provide training and awareness of incident management processes
• Provide structured timely communication to senior leadership and business partners during incidents
• Drive Problem Management including root cause analysis post-incident reviews (PIRs) and corrective action tracking
• Apply Change Management practices to ensure stable and controlled remediation while minimizing risk of incident recurrence
• Ensure strong alignment between Incident Problem and Change Management processes
• Identify trends through data analysis and lead continuous service improvement (CSI) initiatives
• Develop and maintain dashboards and performance metrics such as MTTR incident trends and service stability metrics
• Ensure compliance with ITIL practices risk and enterprise governance frameworks
• Escalate incidents to higher level support teams when required.
• Escalate incidents to vendors or third-party providers if necessary.

Required Qualifications

• 4 5 years of IT Service Management experience with focus on Incident Problem and Change Management
• Strong knowledge of ITIL framework (v3 or v4)
• Hands-on experience with ServiceNow (Incident Problem Change Reporting modules)
• Proven experience managing major incidents in high-pressure environments
• Strong understanding of how change controls reduce incident recurrence and improve stability
• Experience in data analysis reporting and dashboard development
• Excellent verbal and written communication skills with ability to provide executive-level updates
• Ability and willingness to provide support during weekends and off-hours as needed

Preferred Qualifications

• Experience in financial services or highly regulated environments
• ITIL certification (Foundation or higher)
• Experience supporting 24x7 enterprise operations
• Exposure to risk management and control frameworks

Critical Success Factors

• Ability to lead effectively during high-severity incidents with composure and accountability
• Strong communicator capable of influencing stakeholders under pressure
• Data-driven mindset focused on operational excellence and continuous improvement
• Strong alignment to risk control and service stability objectives
• Ability to balance speed of recovery with disciplined change governance