Senior Major Incident & Problem Manager

Location / Remote: Remote (must live within the continental U.S.); quarterly travel to Atlanta, GA required

Employment Type: Indefinite W-2 or 1099/IC contract (will extend annually)

Compensation: Up to $45/hour W-2 or up to $50/hour 1099/IC (commensurate with experience)

Benefits: Medical, dental, vision, LTD/STD, HSA/FSA, term life, and optional supplemental insurance coverage available for W-2 employees (including family coverage if needed)

Job Summary:

This role is focused on managing high-severity production incidents and driving structured problem management processes to improve service reliability. The ideal candidate will have extensive experience in Major Incident Management, including serving as Incident Commander, leading Root Cause Analysis, and implementing corrective actions to reduce recurrence. This position requires strong communication skills, particularly during active outages, and a proven ability to manage ITIL-aligned processes in a 24/7 environment.

Responsibilities:

• Serve as Incident Commander for P1/P2 production incidents, leading real-time bridge calls and coordinating cross-functional teams.
• Drive structured Root Cause Analysis (RCA) and ensure follow-through on corrective actions.
• Govern the full lifecycle of Problem Management, including tracking and reporting on corrective actions.
• Monitor and report on SLA/OLA performance, ensuring accountability for service levels.
• Communicate effectively with executive stakeholders during active incidents and post-incident reviews.
• Reduce Mean Time to Resolution (MTTR) and minimize repeat incident trends through proactive measures.
• Oversee ITIL-aligned process governance for Incident and Problem Management.

Required Skills:

• 5+ years of experience in a dedicated Major Incident Management role.
• Proven expertise as Incident Commander for high-severity (P1/P2) production incidents.
• Hands‑on experience with structured RCA and Problem Management processes.
• Demonstrated ability to reduce MTTR and address repeat incident trends.
• Strong leadership in managing 24/7 incident response, including after‑hours availability.
• Excellent executive‑level communication skills during outages and post‑incident reviews.
• Familiarity with ITIL-aligned governance and SLA/OLA performance management.

Preferred

Skills:

• Experience developing or enhancing Incident and Problem Management frameworks.
• Proficiency with Service Now Incident and Problem modules.
• Participation in Change Advisory Board (CAB) processes.
• Experience in cloud-hosted production environments, with Azure preferred.
• Background in regulated or large‑scale enterprise environments.
• Collaboration with SRE or engineering teams on reliability improvements.