Principal - Major Incident and Problem Management Delivery
Listed on 2026-01-12
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IT/Tech
IT Consultant, IT Project Manager, IT Support, Systems Analyst
Job Description - Principal - Major Incident and Problem Management Delivery (180002DO)
Principal - Major Incident and Problem Management Delivery - 180002DO )
CWT is seeking an exceptional individual who is passionate and excited about making a positive difference through global Major Incident and Problem Management process delivery. We are passionate about automating to prevent incidents and improve MTTR. Your experience leading in Dev Ops and/or digital transformation is strongly desired.
The role will be based in our Americas region (Minnetonka, Minnesota) reporting to the Director, IT Service Operations. The successful candidate will be responsible for globally consistent and solid Major Incident Management and Problem Management process delivery, including conduct of root cause analysis/post mortem meetings to identify lessons learned and prevent reoccurrence.
This leader will serve as a subject expert, mentor and escalation point of experienced incident and problem practitioners organized in a global Follow-The-Sun structure in Minneapolis, Manila, and London. This leader will actively participate and contribute in Incident and Problem Management delivery.
The person will lead, influence, facilitate and educate service owners on continuous improvement opportunities.
The role requires close interaction with all levels of the organization from technology functional expert’s leaders to senior technology and senior business leaders. The successful candidate must have experience and be confident operating at this level, and among a diverse and rapidly evolving set of technologies across a global organization.
A strong understanding of Service Management principles (especially Incident Management, Problem Management) is absolutely essential. Experience automating these processes with the Service Now ITSM tool will be highly advantageous.
Candidates must be excellent major incident and problem management practitioners and have strong analytical skills in terms of extracting and interpreting incident and problem data to drive continuous improvement.
At CWT, we have a unique and compelling culture as an employer defined by our people and supported by our Core Values. Our employees feel a genuine respect for one another, act with uncompromising integrity and feel proud of our global market leadership. They value working together, embrace opportunities for continuous learning and have an intense desire to serve customers.
We seek out the most knowledgeable people and the best technologies to deliver CWT’s solutions and services. Our mission is to deliver and manage efficient, quality, and innovative travel technology solutions and technology services for CWT and its customers worldwide.
Responsibilities- Collaborate with the Director to own and devise Global Incident and Problem Management delivery
- Include developing and maintaining the major incident process and procedures including escalations, resource engagement, communications, and problem management process
- Drive the efficiency and effectiveness of the incident and problem management processes globally
- Produce management information, including KPI’s and reports
- Monitor the effectiveness of incident and problem management processes, make recommendations and lead initiatives to improve
- Develop and maintain the incident and problem management system (In Service Now)
- Ensure that all teams follow the incident and problem process for all incidents and problems
- Develop a high performing global incident and problem management team
- Person must be customer focused and goal oriented with keen attention to detail
- Excellent planning an organization skills
Required Qualifications
- Experience operating and leading IT Incident & Problem Management in a diverse, global organization
- Bachelor’s or master’s degree in computer science, information systems, business administration or related field or equivalent work experience:
Minimum 10 years’ of IT / business experience - Minimum 5 years working day to day as an Incident and Problem Management practitioner
- Experience leading multiple successful cross organizational projects, especially incident and problem management…
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