Senior ITSM Problem & Major Incident Manager

TL;DR

Senior ITSM Problem & Major Incident Manager: Proactively managing incidents and problems across the IT environment with an accent on root cause analysis, service restoration, and prevention of recurring issues. Focus on leading cross-functional teams, owning problem management processes, and ensuring IT service performance and availability.

Location: Hybrid work arrangement based in Richmond, VA. US Work Authorization required; hirify.global does not provide visa sponsorship.

Company

hirify.global Group (NYSE – MKL) is a Fortune 500 holding company for insurance, reinsurance, specialist advisory, and investment operations globally.

What you will do

• Respond to Major Incidents and orchestrate teams for service restoration.
• Lead efforts to identify, categorize, and prioritize IT problems.
• Facilitate root cause analysis (RCA) meetings and post-incident reviews.
• Collaborate with IT teams and vendors to resolve problems.
• Implement proactive measures to prevent recurring issues and minimize incident impact.
• Track and report on problem management data, performance, and SLA adherence.

Requirements

• Experienced at running Major Incident Calls and being part of an on-call rota.
• Experience in owning a problem management process and delivering improvements.
• Minimum of 5 years of experience in IT Service Management, with a focus on Problem Management, Incident Management, or Service Operations.
• Strong understanding of IT infrastructure, cloud services, application support, and configuration items.
• Demonstrated ability to conduct in-depth root cause analysis and develop effective problem resolutions.
• Excellent verbal and written communication skills, with proven ability to lead cross-functional teams and influence without direct authority.
• US Work Authorization required.

Nice to have

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• ITIL v3 or ITIL 4 Foundation certification (advanced ITIL certifications are a plus).
• Experience in service management tooling (e.g., ServiceNow, BMC Remedy).

Culture & Benefits

• Competitive benefit programs, including health, dental, and vision insurance options.
• 401(k) with employer match contributions and an Employee Stock Purchase Plan.
• Paid time off (PTO), corporate holidays, floating holidays, and parental leave.
• Support for employees in living their lives to the fullest at home and at work.
• A global community of optimists and problem-solvers who strive for better.