IT Incident Management Lead

Live Nation Entertainment•Beverly Hills, CA

1d•$80,000 - $100,000•Hybrid

About The Position

The Problem & Incident Management Lead is responsible for the governance, execution, and continuous improvement of enterprise Incident Management and Problem Management processes. This role ensures rapid restoration of services during operational disruptions while driving structured root cause analysis (RCA), post-incident review (PIR), and long-term corrective actions to improve system stability and operational resilience. The role serves as the central operational lead during major incidents, coordinating technical teams, business stakeholders, communications, escalations, and recovery efforts in alignment with enterprise service management standards and ITIL best practices.

Requirements

5+ years of experience in Incident Management, Problem Management, IT Service Management (ITSM), or Service Operations.
Proven experience leading major incident response and post-incident review processes.
Strong understanding of ITIL Incident Management and Problem Management frameworks.
Hands-on experience with ITSM tools such as ServiceNow, Zendesk, Jira Service Management, or equivalent.
Experience coordinating cross-functional technical teams during critical operational incidents.
Excellent leadership, facilitation, communication, and stakeholder engagement skills.
Major incident management and operational leadership
Problem management and root cause analysis expertise
Strong communication and stakeholder management skills
Decision-making under pressure
Process governance and ITSM operational excellence
Analytical reporting and KPI management
Cross-functional coordination and facilitation
Continuous improvement and operational resilience mindset

Nice To Haves

ITIL® 4 Foundation or ITIL Managing Professional certification
Certified Incident Manager (CIM)
Certified Problem and Change Manager (CPCM)
ITSM Implementation certification

Responsibilities

Own and manage the end-to-end Incident Management and Problem Management lifecycle across the organization.
Lead the response and coordination of major incidents to ensure timely service restoration and minimal business disruption.
Act as Incident Commander during high-severity incidents, coordinating technical teams and executive communications.
Ensure adherence to incident escalation procedures, communication protocols, and operational governance standards.
Facilitate operational bridges, incident triage sessions, and stakeholder updates during critical outages.
Manage enterprise problem records, ensuring underlying root causes are identified and resolved.
Drive proactive problem management initiatives to reduce recurring incidents and operational risk.
Maintain incident and problem management documentation, standards, and process workflows.
Develop and monitor operational KPIs, SLAs, trends, and reporting dashboards.
Partner with engineering, infrastructure, security, and support teams to implement preventive controls and service improvements.
Ensure effective utilization of ITSM platforms such as ServiceNow, Zendesk, Jira Service Management, or equivalent tools.
Drive continuous improvement initiatives across incident response, escalation management, and operational resilience programs.
Lead all Post-Incident Review (PIR) sessions following high-impact incidents and service outages.
Conduct structured Root Cause Analysis (RCA) using methodologies such as 5 Whys, Fishbone Analysis, or Fault Tree Analysis.
Ensure detailed documentation of incident timelines, contributing factors, corrective actions, and lessons learned.
Drive accountability for remediation tasks, preventive actions, and long-term service improvements.
Identify systemic weaknesses, operational gaps, and process failures contributing to recurring incidents.
Present incident findings, risk exposure, and mitigation recommendations to leadership and stakeholders.
Track completion of corrective and preventive actions to closure.
Establish a culture of operational learning, resilience, and continuous service improvement.
Develop trend analysis reporting to identify recurring operational issues and opportunities for automation or optimization.