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Senior Associate, Major Incident & Problem Management
Vizient, Inc. Lead enterprise Major Incident Management and Problem Management processes to ensure operational effectiveness and service reliability .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Major Incident Management and Problem Management processes within enterprise IT environments, emphasizing ITIL frameworks and effective communication with senior leadership. Proven ability to analyze incidents, implement corrective actions, and enhance service reliability through collaboration and performance monitoring.
Highest-signal resume keywords
Major Incident ManagementProblem ManagementITIL FrameworksRoot Cause AnalysisIT Service Management (ITSM)
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementProblem IdentificationTrend AnalysisCorrective Action PlanningService ReportingPerformance DashboardsKPI MonitoringOperational MetricsCrisis CommunicationGovernance Standards
Soft Skills
Analytical SkillsOrganizational SkillsProblem-Solving SkillsEffective CommunicationCross-Functional Collaboration
Tools & Technologies
ITSM PlatformsIncident Bridge CallsService Desk ToolsPerformance Dashboards
Industry Keywords
Service ReliabilityOperational EffectivenessEscalation ProtocolsContinuous ImprovementMTTRMTBFSLA Compliance
Tech Stack
Tools & technologiesCyber SecurityITSM
About the role
Key responsibilities & impact- Lead enterprise Major Incident Management and Problem Management processes to ensure operational effectiveness and service reliability
- Direct response and recovery efforts for Priority 1 (P1) and Priority 2 (P2) incidents, coordinating technical teams, vendors, and escalation activities to restore critical services
- Facilitate incident bridge calls, crisis communications, and executive updates throughout major incident lifecycles
- Oversee root cause analysis (RCA), post-incident reviews (PIRs), and corrective action plans to prevent recurring incidents and systemic failures
- Manage proactive problem identification, trend analysis, problem backlogs, and the Known Error Database (KEDB) to improve service stability and knowledge sharing
- Develop and maintain incident and problem management policies, procedures, governance standards, and escalation protocols aligned with ITIL best practices
- Collaborate with Change Management, Service Desk, Infrastructure, Cybersecurity, Application Support, and Vendor Management teams to improve service delivery and operational resilience
- Establish and monitor KPIs, including MTTR, MTBF, SLA compliance, incident trends, problem aging, and corrective action effectiveness
- Conduct process reviews, audits, and maturity assessments to identify improvement opportunities and enhance incident response capabilities
- Present service performance metrics, incident trends, root cause findings, and continuous improvement recommendations to senior leadership and business clients
Requirements
What you’ll need- Relevant degree preferred
- 5 or more years of relevant experience required
- Experience leading Major Incident Management and Problem Management processes within complex enterprise IT environments
- Experience coordinating cross-functional technical teams, vendors, and operational processes during critical service disruptions
- Strong knowledge of ITIL frameworks and IT Service Management (ITSM) practices, including Incident, Problem, and Change Management
- Experience facilitating root cause analysis, post-incident reviews, and corrective action planning
- Demonstrated ability to communicate effectively with senior leadership and business clients during high-priority incidents
- Experience with ITSM platforms, performance dashboards, service reporting, and operational metrics
- Strong analytical, organizational, problem-solving, and continuous improvement skills
- Ability to manage competing priorities, drive cross-functional collaboration, and make sound decisions in high-pressure situations
Benefits
Comp & perks- Incentive eligible
- Comprehensive benefits plan
- Personal and professional development opportunities