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# Major Incident and Problem Manager [213820]

- **Company:** Skills, Inc.
- **Location:** United States (Remote available)
- **Experience:** Expert
- **Salary:** $109,741.0 - $121,930.0
- **Contract:** Temporary contract
- **Skills:** Microsoft Word, Microsoft Excel, Business Software, Microsoft Outlook, Information Technology Operations, Microsoft Office, Microsoft PowerPoint, Servicenow
- **Published:** October 18, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=a53af5f9e6ba71bd

## About the Role

* Be authorized to work in the United States
 * Not require sponsorship of any kind for the duration of the assignment
 * Be able to work on a W-2 basis (C2C or 1099 is not permitted for this position), * Minimum of 6 years of hands-on experience in incident management, problem management, root cause analysis, or related IT operations functions.
 * Minimum of 10 years of experience applying negotiation, influencing, facilitation, and stakeholder management skills within complex business or IT environments.
 * Practical knowledge of ITIL Service Management frameworks (ITIL Foundation certification required), with a core focus on Incident and Problem Management.
 * Hands-on proficiency with ServiceNow or similar enterprise ITSM platforms.
 * Strong technical aptitude with proven ability to translate complex technical concepts into clear, actionable information for diverse technical and business audiences.
 * Demonstrated ability to remain calm, focused, and decisive during high-pressure, critical incident scenarios.
 * Availability to support North American business hours and participate in a rotating on-call schedule for off-hours critical incident support., * Broad experience across additional IT Service Management disciplines, including Change Management.
 * Familiarity with enterprise-scale business applications, support models, and highly regulated industry technology environments.
 * Intermediate proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).

## Description

* Lead and coordinate IT resource teams during major technology disruptions to drive rapid incident resolution, facilitate critical incident bridge meetings, and manage appropriate escalations.
 * Manage structured problem management processes to identify root causes, establish corrective action plans, and drive remediation completion with IT service owners and support teams.
 * Facilitate post-incident and problem review meetings to document findings, identify operational lessons learned, and develop risk mitigation plans for future stability.
 * Enhance and mature Incident and Problem Management operational procedures based on performance metrics, post-incident reviews, and continuous improvement initiatives.
 * Track, analyze, and communicate incident and problem management metrics, trends, and strategic recommendations to key stakeholders and executive leadership.
 * Maintain deep functional knowledge of IT technology operations, service delivery processes, and supporting enterprise infrastructure.