Senior IT Incident & Problem Manager

Triumph Financial Services•Dallas, TX

About The Position

Join Triumph! At Triumph, our vision is a world where freight transactions are accurate and seamless on the most modern and secure freight transaction network. That’s why we’re looking for passionate, innovative, solutions-oriented people to join our team. We thrive on providing exceptional customer service and we look for team members with an entrepreneurial spirit and a passion to build successful partnerships with our clients. Because at the end of the day our goal is to help our partners businesses run better. Senior IT Incident & Problem Manager Role Summary: Are you the calm, confident leader teams turn to when it matters most? As a Senior IT Incident & Problem Manager at Triumph, you’ll play a critical role in keeping our technology running smoothly. You’ll lead major incident response efforts, reduce service disruptions, and help strengthen our systems for the future—ensuring our teams and customers can rely on stable, secure technology every day. Day in the Life: In this role, you’ll coordinate rapid responses to critical incidents, collaborate with cross-functional teams to restore services quickly, and communicate clearly with stakeholders at every level. You’ll also lead post-incident reviews and help identify opportunities to prevent future issues, making a lasting impact on service quality and operational resilience.

Requirements

Bachelor’s degree in IT, Engineering, or a related field
5–7 years of experience in major incident and problem management
Familiarity with ITIL practices
Experience with ITSM tools such as ServiceNow, Freshservice, or Jira Service Management
Understanding of enterprise technologies (cloud platforms like AWS/Azure, networks, databases, storage, and web systems)
Strong communication skills with the ability to explain technical issues clearly to both technical and non-technical audiences
Proven ability to stay calm, organized, and decisive during high-pressure situations
Collaborative mindset with strong interpersonal and stakeholder management skills
Experience working with engineering, product, business teams, and vendors

Nice To Haves

ITIL v4 certification preferred

Responsibilities

Lead the response to major incidents and drive rapid restoration of business services
Coordinate incident bridge calls and guide technical teams toward resolution within SLAs
Assess business impact and communicate updates to stakeholders, including executive leadership
Track incidents and problems in ITSM systems and document timelines and remediation actions
Facilitate post-incident reviews and root cause analysis sessions
Drive corrective actions through completion to prevent recurrence
Identify and address potential issues before they impact customers
Partner with service management teams (Change, Service Desk, etc.) to support seamless operations
Deliver training and knowledge sharing to promote consistent processes
Continuously improve incident and problem management practices
Participate in on-call rotation to support 24/7 incident response coverage