Director of Incident and Problem Management

Posted on May 18, 2019 by Request Technology - Craig Johnson

Virginia, VA
Information Technology
Immediate Start
Annual Salary

Prestigious Enterprise Company is currently seeking a Director of Incident and Problem Management. Candidate will perform a critical function within the Information Technology (IT) organization. Problem Management's primary objectives are to manage teams that identify root cause for recent business impacting IT events and ensure that actions are taken to address or remediate the cause and underlying contributing factors across the various Information Technology functional areas with the intent to reduce operational risk, improve efficiencies and effectiveness, and minimize future impact. The successful candidate must have a firm understanding of ITIL processes and a wide range of IT knowledge which spans multiple IT disciplines. The candidate must be able to collect, analyze and synthesize data into actionable information. This position is highly collaborative and the candidate must be persuasive as well as reserved as it works closely with and communicates to all levels and functions within the IT organization.


  • Follow established processes & procedures to capture, assess, report and disseminate Problem Management metrics
  • Identify Key Performance and Key Risk Indicators and associated metrics to measure IT effectiveness in mitigating IT Risk
  • Follow established processes, procedures & SLAs to identify, implement and document analysis of Production impacted events
  • Responsible for contributing to the development/improvement of processes/procedures related to proactive problem management
  • Identify trends and potential problem sources by analysing incident records, change records, and other data sources with the objective of preventing incidents and problems
  • Review existing incident, problem and Change events to identify opportunities for improvements that reduce risk and impact to the business
  • Provide guidance to problem management staff
  • Design, produce and distribute reports as required
  • Coordinate, plan and escalate the development of service improvement opportunities to address high risk and/or high impact events affecting the Production environment
  • Organize and facilitate meetings with all levels of stakeholders
  • Coordinate with Problem Management for analysis of root cause, contributing factors and problem remediation tasks
  • Present to different audiences and adjust accordingly. (business, technical and management) either structured presentations or ad-hoc
  • Establish and maintain business relationships with individual contributors as well as management


  • Minimum 8-10 years IT experience
  • 4+ years of analytical experience
  • Must conform to standards, policies and requirements, while seeking improvement opportunities
  • Good interpersonal skills
  • Highly organized and motivated to make a difference
  • Understanding of ITIL3 with an emphasis on Incident Management, Problem Management, Change Management, and operational analysis and design
  • Proficient with MS Office (Word, PowerPoint, Excel, Outlook)
  • Solid problem solving, analytical, and logic skills
  • Negotiation skills and the ability to influence others
  • Excellent verbal, written and listening communication skills
  • Bachelor's Degree highly preferred

Preferred Skills:

  • Knowledge of Finance Industry
  • ServiceNow experience

Reference: 708094297

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