Principal, Major Incident & Problem Manager - ITSM

We are hiring a Principal Major Incident & Problem Manager to join our Service Delivery and Support team. This role provides strategic leadership during high impact incidents and drives enterprise-wide resiliency and recovery practices.

Requirements

• 10+ years of progressive experience in IT Service Management, with demonstrated leadership in Major Incident and Problem Management.
• Bachelor's degree in Computer Science, Information Systems, or a related field (Master’s preferred).
• ITIL Intermediate or Expert certification with deep working knowledge of ITSM frameworks and best practices.
• Proven ability to lead high pressure technical bridges and communicate effectively with executive stakeholders.
• Strong analytical and critical thinking skills with a continuous improvement mindset.
• Experience with ServiceNow or similar ITSM platforms.
• Demonstrated ability to influence across large, diverse organizations without direct authority.

Benefits

• Annual bonus eligibility
• Progressive paid time off policy that empowers you to take the time you need to recharge
• Generous 401(K) plan with an impressive employer match with no delayed vesting
• Excellent health, dental and vision insurance packages to fit your needs
• Education assistance to support your learning journey
• A values-driven culture with colleagues that rally around People, Accountability, Creativity and Excellence