Incident and Problem Manager

Omnissa • Mountain View, CA

23h • Hybrid

About The Position

We are Omnissa! Omnissa is the first AI-driven digital work platform, built to support flexible, secure, work-from anywhere experiences. We integrate industry-leading solutions—including Unified Endpoint Management, Virtual Apps and Desktops, Digital Employee Experience, and Security & Compliance—into a seamless, autonomous workspace that adats to how people work. Our platform boosts employee engagement while optimizing IT operations, security, and cost. Guided by our Core Values—Act in Alignment, Build Trust, Foster Inclusiveness, Drive Efficiency, and Maximize Customer Value—we’re growing rapidly and committed to delivering meaningful impact. If you're passionate about shaping the future of work, we’d love to hear from you. What is the opportunity? The Incident & Problem Manager is a senior-level individual contributor role within our global IT operations organization. You will own the resolution of high-severity incidents, lead incident bridges, communicate directly with senior management, and drive long-term problem management initiatives. This role requires exceptional communication skills, strong ITIL knowledge, and the ability to perform under pressure in a 24×7 environment. You will also mentor junior team members and contribute to operational process improvements.

Requirements

• 4+ years of IT operations/support experience, with at least 2+ years in dedicated incident/problem management roles.
• Outstanding verbal and written communication skills; proven ability to confidently lead incident calls and communicate with senior executives.
• Hands-on experience with ticketing tools such as Jira, ServiceNow, or similar platforms.
• Strong knowledge of ITIL processes; ITIL Foundation required (Intermediate/Practitioner preferred).
• Proven RCA, trend reporting, and process improvement skills.
• Broad understanding of IT infrastructure and applications.
• Resilient under pressure, with strong leadership and decision-making capabilities.

Responsibilities

• Act as the primary lead on critical incident bridges (Zoom and conference calls), coordinating cross-functional response teams.
• Make real-time decisions to restore services as quickly as possible.
• Serve as the primary escalation point for major business-impacting incidents.
• Deliver clear, confident, and timely verbal updates to leadership and business stakeholders during high-severity incidents.
• Draft and distribute executive-level written communications, including status page updates, email notifications, and post-incident reports.
• Document incident timelines and manage executive follow-ups.
• Oversee end-to-end lifecycle of incident and problem tickets (Jira, ServiceNow, or similar).
• Conduct RCA and trend analysis to identify recurring issues and systemic risks.
• Drive problem management reviews and follow through on preventive actions.
• Analyze KPIs and SLA/SLO metrics to improve incident/problem processes.
• Work with service owners to strengthen monitoring, alerting, and response procedures.
• Mentor P2-level team members and contribute to their professional development.
• Collaborate closely with global operations teams for seamless handoffs and coverage.

Benefits

• employee ownership
• health insurance
• 401k with matching contributions
• disability insurance
• paid-time off
• growth opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level