Incident Management Specialist

Major Incident and Problem Manager | Fully Remote (US) | 12 Month W2 Contract When a critical system goes down at a major global insurance and financial services company, you are the person who takes charge. Our client is adding a Major Incident and Problem Manager to a dedicated team that keeps a complex, worldwide technology environment stable. One round of virtual interviews, then you start.

What You'll Do

Lead major incidents from first alert to resolution: pull in the right engineers, run the bridge call, escalate when needed, keep leadership informed Drive problem management and root cause analysis with service owners, then make sure the fixes actually get done Facilitate post incident reviews, document what happened, and build plans so it does not happen again Track incident and problem metrics and turn them into clear recommendations for leadership Keep improving how Incident and Problem Management runs across the organization What We're Looking For 6+ years in incident management, problem management, root cause analysis, or a related IT operations role ITIL Foundation certification and hands on IT Service Management practice ServiceNow or a similar ITSM platform A calm, decisive communicator who can lead engineers and senior leaders through a crisis Experience in large, regulated environments (insurance, banking, financial services) is a big plus The Details Fully remote, open anywhere in the US, working North American business hours Rotating on call schedule for critical incidents after hours 12 month W2 contract with possible extension Background check required Interested? Send your resume to [email protected]