Incident & Problem Management Lead with Security Clearance

What You’ll Do:

• Own and manage the end-to-end functions of Incident and Problem Management as a cohesive discipline.

• Lead the coordination of incident response to ensure timely resolutions, effective stakeholder communication, and proper escalation management.

• Conduct root cause analyses and implement corrective actions to prevent the recurrence of major incidents.

• Develop and maintain standard operating procedures, workflows, and governance models for both incident and problem management domains.

• Monitor and report on SLAs, KPIs, and service health metrics to promote accountability and transparency.

• Collaborate with technical teams, service owners, and business stakeholders to ensure service continuity and resilience.

• Identify and drive process improvements by leveraging ITIL, Agile, and DevOps principles.

• Contribute to the strategic roadmap of the Service Management Office by integrating insights from incident and problem management into wider service strategies. You Have:

• 10+ years of experience in IT Service Management, with direct responsibility for incident and problem management functions.

• 5+ years of experience with ITSM platforms such as ServiceNow, REMEDY, or JIRA.

• 5+ years of experience in designing and implementing incident and problem management frameworks.

• 5+ years of experience in monitoring and reporting against SLAs and KPIs.

• 3+ years of experience in a leadership role, fostering cross-functional alignment and service excellence.

• Clearance Required: Secret.

• Master’s degree. Note: 8 year's work experience may be substituted for a Master's Degree. Nice If You Have:

• Knowledge of ITIL, Agile, and DevOps methodologies

• Ability to prioritize and lead in dynamic, high-pressure environments

• Strong customer-centric mindset with effective stakeholder engagement skills

• Proven capability to facilitate collaborative problem-solving across both technical and business domains

• Excellent analytical, organizational, and decision-making abilities

• PMP Certification

Contractor