ITSM Incident & Problem Manager

Convera • Santa Ana, CA

20h • Hybrid

About The Position

Serve as the Incident Manager / Major Incident Manager for high-severity and business-impacting incidents by organizing incident bridges and war rooms, driving Rapid triage / Clear ownership / Timely decision-making. Ensure incidents are properly classified, prioritized, and escalated based on impact and urgency. Enforce ITIL-aligned Incident and Problem Management practices. Ensure accurate and complete documentation within ServiceNow, including Impact and affected services / Incident timelines / Root cause summaries and follow-ups. Identify recurring issues and systemic risks / Ensure RCAs are completed with actionable outcomes. Act as a process authority during incidents, ensuring teams adhere to defined ITSM standards. Own operational oversight of service availability and reliability - Monitor and manage key service health indicators, including Service availability and uptime / Incident volumes and severity trends / MTTR and MTTD / SLA and OLA adherence. Use observability data to proactively identify service degradation and emerging risks. Escalate systemic availability or reliability concerns to leadership with data-backed insights. Actively leverage observability platforms (e.g., Grafana, Datadog). Partner with engineering and SRE teams to improve Monitoring coverage / Alert quality and signal-to-noise ratio. Ensure alerting and escalation via PagerDuty aligns with service criticality. Serve as the primary communication lead during incidents - Deliver concise, executive-level updates that articulate Business impact / Current status / Mitigation steps / Next milestones. Translate complex technical details into clear business language. Maintain confidence and composure while engaging senior leaders during high-pressure events. Facilitate or support post-incident reviews - Identify trends, gaps, and opportunities for Process improvement / Tooling enhancement / Better operational readiness. Contribute to the evolution of Command Center playbooks, runbooks, and response standards.

Requirements

• 3–6 years of experience in: Incident Management
• Major Incident / Command Center operations
• Production operations or site reliability support
• Proven experience managing high-severity incidents in 24×7 environments
• Demonstrated ownership of service reliability and operational KPIs
• Strong working knowledge of ITIL / ITSM frameworks
• Deep hands-on experience with: Incident Management
• Major Incident workflows
• Problem Management
• Experience enforcing ITSM discipline across distributed technology teams
• Exceptional communication and facilitation skills
• Strong analytical mindset with comfort using metrics and dashboards
• Ability to operate decisively in high-pressure situations
• Influences outcomes without formal authority
• Comfortable interfacing with executive leadership

Nice To Haves

• Experience in regulated or customer-critical environments (FinTech, Payments, SaaS)
• Exposure to ITSM tools like ServiceNow, PagerDuty etc.
• Exposure to monitoring tools like Datadog, Grafana, Dynatrace etc.

Responsibilities

• Serve as the Incident Manager / Major Incident Manager for high-severity and business-impacting incidents by organizing incident bridges and war rooms, driving Rapid triage / Clear ownership / Timely decision-making
• Ensure incidents are properly classified, prioritized, and escalated based on impact and urgency
• Enforce ITIL-aligned Incident and Problem Management practices
• Ensure accurate and complete documentation within ServiceNow, including Impact and affected services / Incident timelines / Root cause summaries and follow-ups
• Play the role of Problem Manager to Identify recurring issues and systemic risks / Ensure RCAs are completed with actionable outcomes
• Act as a process authority during incidents, ensuring teams adhere to defined ITSM standards
• Own operational oversight of service availability and reliability - Monitor and manage key service health indicators, including Service availability and uptime / Incident volumes and severity trends / MTTR and MTTD / SLA and OLA adherence
• Use observability data to proactively identify service degradation and emerging risks
• Escalate systemic availability or reliability concerns to leadership with data-backed insights
• Actively leverage observability platforms (e.g., Grafana, Datadog)
• Partner with engineering and SRE teams to improve Monitoring coverage / Alert quality and signal-to-noise ratio
• Ensure alerting and escalation via PagerDuty aligns with service criticality
• Serve as the primary communication lead during incidents - Deliver concise, executive-level updates that articulate Business impact / Current status / Mitigation steps / Next milestones
• Translate complex technical details into clear business language
• Maintain confidence and composure while engaging senior leaders during high-pressure events
• Facilitate or support post-incident reviews - Identify trends, gaps, and opportunities for Process improvement / Tooling enhancement / Better operational readiness
• Contribute to the evolution of Command Center playbooks, runbooks, and response standards

Benefits

• Market competitive salary.
• Great career growth and development opportunities in a global organization.
• Hybrid schedule with 2 in the office per week.
• Generous insurance (health, disability, life).
• Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).
• Paid volunteering opportunities (5 days per year).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed