Incident & Problem Management Lead
$77.5k/y-$176k/y
2 days ago
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RemotePart-timeSenior
Summary
BOOZ ALLEN HAMILTON INTERNATIONAL (U.K.) LTD is seeking an Incident & Problem Management Lead to join their team in Columbus, OH. The role involves overseeing the lifecycle of incident and problem management to ensure operational stability and enhance response capabilities.
About the Role
As the Incident & Problem Management Lead, you will take ownership of incident and problem management processes, ensuring quick resolution of service disruptions and long-term elimination of root causes. You will develop integrated processes, facilitate cross-functional coordination, and promote continuous improvement within the IT service environment. Collaborating with the Service Management Office, you will align practices with business priorities and governance standards while delivering high business value products to clients.
About You
Required:
- 5+ years of experience with ITSM platforms such as ServiceNow, REMEDY, or JIRA.
- 5+ years of experience designing and implementing incident and problem management frameworks.
- 5+ years of experience monitoring and reporting against SLAs and KPIs.
- 3+ years of experience in a leadership role, fostering cross-functional alignment and service excellence.
- Secret clearance.
- Master's degree and 10+ years of experience in IT Service Management with direct responsibility for incident and problem management functions, or 18+ years of experience in IT Service Management in lieu of a degree.
Preferred:
- Knowledge of ITIL, Agile, and DevOps methodologies.
- Ability to prioritize and lead in dynamic, high-pressure environments.
- Ability to facilitate collaborative problem-solving across both technical and business domains.
- Possession of excellent customer-centric and effective stakeholder engagement skills.
- Possession of excellent analytical, organizational, and decision-making skills.
- PMP Certification.
Benefits
- Health, life, disability, financial, and retirement benefits.
- Paid leave, professional development, tuition assistance, work-life programs, and dependent care.
- Recognition awards program for exceptional performance.
BOOZ ALLEN HAMILTON INTERNATIONAL (U.K.) LTD
BOOZ ALLEN HAMILTON INTERNATIONAL (U.K.) LTD is a management consulting company based out of 100 NEW BRIDGE STREET, LONDON, United Kingdom.
Columbus, OH