Problem/Incident Manager

Turn incident, problem, change, and operational data into clear themes, quantified risk, and governance-ready actions that improve technology stability and client experience. Partner with Incident Management, Problem Management, SRE, Platform, Network, Security, and Vendor Management teams to implement actions and measure outcomes.

Duration: 12+ months
Location: 100% Remote

Turn incident, problem, change, and operational data into clear themes, quantified risk, and governance-ready actions that improve technology stability and client experience. Investigate systemic patterns across software, infrastructure, vendors, changes, and batch processing. Build the strategic case for controls that prevent recurrence and produce measurable resilience improvements.
Requirements:

• 3+ years of Major Incident Management experience.
• 3+ years of Problem Management experience.
• Quantitative analysis experience using IT operations data.

Responsibilities:

• Synthesize incident, problem, change, CMDB, and vendor data into actionable technology themes.
• Deduplicate Incident IDs to quantify true impact by month, service, and channel.
• Establish thematic taxonomies, mapping rules, quality checks, and analytics methodologies.
• Identify systemic risks across Change, Vendor, Software, Infrastructure, and Batch Processing.
• Produce executive-ready narratives connecting operational data, root causes, impact, and recommended controls.
• Partner with Incident Management, Problem Management, SRE, Platform, Network, Security, and Vendor Management teams to implement actions and measure outcomes.

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