RemoteLeaf Logo
Log in Sign up

ITSM Incident and Problem Manager

17 hours, 33 minutes ago
United States
Full-time
Senior
Operations Manager
Customer and Technical Support
AWS Azure Cybersecurity GCP JIRA
Apply Now
SES

SES

Systems Engineering Solutions (SES) Corporation is a Small Business specializing in information technology consulting services. We excel in Systems Engineering, Systems Integration, System Test, Infrastructure Development, Deployment, and Lab Support. ...

Internet Software & Services
51-250
Founded 2003
View All Jobs 3

Description

  • Lead day-to-day Incident Management activities to ensure rapid restoration of service and adherence to SLAs.
  • Provide command and control of major incidents by chairing technical bridge calls, coordinating SMEs, and directing resolution activities.
  • Maintain accurate incident records, outage documentation, and stakeholder communications to support availability reporting and awareness.
  • Manage the full Problem Management lifecycle, including root cause analysis, Known Errors, workarounds, and preventative actions.
  • Drive trend analysis and produce reports with actionable insights and recommendations for technical and executive audiences.
  • Support Post Incident Reviews and continual improvement initiatives to uplift SOPs, workflows, and ITIL-aligned processes.
  • Collaborate with technical and service teams to improve help desk capability, knowledge sharing, and operational resilience.
  • Coach and train operational teams and champion ITIL process maturity and best practices across the organization.

Requirements

  • Bachelor's degree with 5+ years of relevant experience, or Master’s degree with 3+ years of relevant experience (additional experience may be accepted in lieu of degree).
  • Interim Secret clearance required to start and ability to obtain/maintain Secret clearance; U.S. citizenship required.
  • CompTIA Security+ or equivalent (IAT-2) certification required.
  • Proven experience in Incident and/or Problem Management within complex, high-availability ICT environments.
  • Strong working knowledge of ITIL frameworks across Incident, Problem, Change, Request, and Knowledge Management (ITIL v4 certification highly regarded).
  • Experience with ITSM tools such as ServiceNow and JIRA.
  • Ability to operate effectively under pressure, manage competing priorities, and maintain clear, high-quality communication with technical and executive stakeholders.
  • Strong analytical capability with experience interpreting operational data and delivering actionable insights.
  • Preferred: experience with USAF Cloud One or Platform 1 and experience with Knowledge Management; defence or secure environment experience is highly regarded.

Benefits

  • Competitive salary.
  • Medical, dental, and vision insurance.
  • Company-paid life insurance and AD&D coverage.
  • Short-term disability (STD) and long-term disability (LTD).
  • 401(k) with employer contribution.
  • Paid time off.
  • Pet insurance.
  • Remote work (position is remote).

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Apogee Therapeutics

Associate Director, Manufacturing Science and Technology

Apogee Therapeutics 1-10 Biotechnology

Apogee Therapeutics is seeking an MSAT Associate Director to support late-stage development through launch and commercialization of monoclonal antibody drug substance manufacturing.

United States Full-time Lead Operations Manager
$175k-$195k
3 minutes ago
Aircall

Senior Manager, Number Operations

Aircall 51-250 Internet Software & Services

Aircall is seeking a Senior Manager of Number Operations to lead its global team supporting number purchasing, porting, and compliance for its worldwide customer base while shaping the company’s number management strategy.

France Full-time Lead Operations Manager
Looker SQL
4 hours, 33 minutes ago
Jet Support Services,

Sr. Director, Airframe Maintenance and Field Support

Jet Support Services, 251-1K Aerospace & Defense

JSSI is seeking a Sr. Director of Airframe Maintenance and Field Support to lead the planning, execution, and cost management of airframe maintenance events while managing a technical advisor team that supports business aviation customers.

United States Full-time Lead Customer Success Manager Operations Manager
$190k-$220k
Salesforce
4 hours, 33 minutes ago
Versapay

Payments Settlement Operations Manager

Versapay 51-250 Capital Markets

Versapay is hiring a remote Payments Settlement Operations Manager to lead and optimize payment settlement operations, ensuring accurate, timely, and compliant processing across multiple payment types in support of its accounts receivable platform.

United States Full-time Senior Operations Manager
$100k-$110k
ERP
4 hours, 48 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers