Senior Major Incident Problem Management Consultant

Our client is seeking a Senior Major Incident Problem Management Consultant to join their team.  
 

Job Title:Senior Major Incident Problem Management Consultant

Location:United States Remote

Pay Range: $45 per hour on W2
 

What's the Job?

• Undertake management of Major Incidents, ensuring they are handled and communicated within the scope of the Service Level Agreement while keeping all engaged parties aligned to agreed processes and high standards.
• Minimize or remove adverse business impact caused by errors within IT infrastructure, process failures, and gaps in operational execution by leading urgent incident response and restoration activities.
• Ensure Major Incident Management outputs are high quality and provide management with the right level of business intelligence for decision-making.
• Assess business impact and urgency, declare Major Incidents, and manage end-to-end service restoration or impact reduction for Sev 1 and Sev 2 incidents to secure SLA adherence.
• Own end-to-end outage and business notifications; facilitate and lead operational and management-oriented meetings; provide technical and non-technical support to Major Incident Response Teams.

What's Needed?

• ITIL V4 Foundation minimum; ITIL V3 or V4 knowledge is a plus.
• Strong computer systems knowledge, including systems integration and architecture concepts, with an understanding of cross-systems interrelations in the context of global business processes.
• Proven experience in operational management with a major part of experience in IT operations, including service management performance and incident leadership.
• Critical-thinking and root-cause-analysis skills, with the ability to step back, analyze logically, and determine who must be engaged to resolve complex issues.
• Experience managing virtual teams and working cross-functionally, including handling escalations in a timely and effective manner, while managing multiple urgent tasks based on client business impact.

What's in it for me?

• Opportunity to lead Major Incident and Problem Management activities embedded within the Service Management Team, partnering closely with Incident Management, Problem Management, Change Management, Service Desk, and Service Delivery leadership.
• Chance to drive continuous service improvement by proactively identifying operational issues and risks to service, not only reacting to active incidents.
• Role clarity and impact: focus on minimizing business disruption, improving service restoration effectiveness, and strengthening stakeholder communications.
• Exposure to customer-facing collaboration at times, ensuring customer business interests are maintained above any specific operational team priorities.
• Ability to act as a Subject Matter Expert (SME) for Incident Management processes and support consistent, globally aligned operational practices.

Upon completion of waiting period consultants are eligible for:

• Medical and Prescription Drug Plans
• Dental Plan
• Vision Plan
• Health Savings Account
• Health Flexible Spending Account
• Dependent Care Flexible Spending Account
• Supplemental Life Insurance
• Short Term and Long Term Disability Insurance
• Business Travel Insurance
• 401(k), Plus Match
• Weekly Pay

If this is a role that interests you and you'd like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!