Major Incident and Problem

Ampcus Inc. • Chicago, IL

9h • Remote

About The Position

Ampcus Inc. is seeking an experienced Major Incident and Problem Management Consultant to oversee major incident management, minimize business disruption, and ensure timely service restoration in accordance with service level agreements (SLAs). The consultant will apply IT service management, operational management, incident resolution, problem management, root cause analysis, and continuous service improvement practices.

The role works closely with incident, problem, change, and service desk teams, as well as service delivery managers and business stakeholders, to support consistent service management practices and high-quality operational outcomes. It is fully remote within the United States. Applicants must be U.S. citizens or Green Card holders.

Requirements

• Significant IT experience, with a strong emphasis on IT operations and service management.
• ITIL V4 Foundation certification.
• Strong understanding of IT service management frameworks, processes, and best practices.
• Knowledge of computer systems, systems integration, and architecture concepts.
• Ability to understand interdependencies between systems within global business processes.
• Proven experience managing major incidents and supporting end-to-end service restoration.
• Experience working directly with business stakeholders and service managers.
• Demonstrated ability to lead virtual teams and coordinate cross-functional resources.
• Strong leadership, communication, facilitation, and stakeholder management skills.
• Experience leading incident management meetings and managing escalations.
• Strong critical-thinking, analytical, and root cause analysis skills.
• Ability to manage competing priorities and urgent issues while assessing business impact.
• Experience developing training materials, delivering training sessions, and mentoring team members.
• Ability to work independently, navigate ambiguity, and lead teams toward resolution.
• Knowledge of Lean principles and Six Sigma methodologies.
• Commitment to proactive problem management and continuous service improvement.
• Applicants must be U.S. citizens or Green Card holders.

Nice To Haves

• Additional knowledge or certification in ITIL V3 or ITIL V4.
• Experience applying Lean and Six Sigma methodologies to operational improvement.
• Strong written and verbal communication skills.
• Experience in proactive problem management, service risk identification, and preventive issue resolution.
• Proven ability to drive service improvement initiatives and improve operational performance.

Responsibilities

• Manage major incidents and ensure they are handled and communicated in accordance with established SLAs and service management processes.
• Assess business impact and urgency, declare major incidents, and coordinate response activities.
• Lead service restoration or implement measures to reduce business impact.
• Ensure effective resolution of Severity 1 and Severity 2 incidents while maintaining end-to-end SLA compliance.
• Identify and take ownership of unallocated incidents to ensure timely resolution.
• Coordinate Major Incident Response Teams and provide technical and non-technical support as required.
• Liaise with service desk teams, account relationship managers, service delivery managers, and other stakeholders to support incident resolution and customer satisfaction.
• Maintain effective working relationships across organizational tiers and functional teams.
• Provide consistent, accurate, and timely incident communications, including outage updates and business notifications.
• Produce incident reports and management communications that provide actionable business insights.
• Oversee incident management process delivery and ensure adherence to service management standards.
• Identify operational issues, coordinate resolution, and work directly with clients and service delivery organizations.
• Facilitate and lead operational, incident review, and management meetings.
• Act as a subject matter expert for incident management processes and support the major incident management framework.
• Ensure stakeholder resources are identified, guided, and coached.
• Guide service delivery organizations in promoting globally consistent operational processes.
• Prioritize customer business interests when coordinating incident response and service restoration.
• Support continuous service improvement initiatives and implementation of service performance enhancements.
• Apply problem management practices to identify risks, investigate recurring issues, and drive root cause analysis.
• Identify potential service risks and implement preventive measures to minimize future incidents.
• Develop training materials, schedule and facilitate training sessions, and mentor internal and external resources.
• Manage escalations and multiple urgent tasks according to business impact and priority.

What This Job Offers

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