Incident & Problem Management Lead
$77.5k/y-$176k/y
a day ago
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OnsiteFull-timeSenior
Summary
Booz Allen Hamilton 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 quick resolution of service disruptions and long-term elimination of root causes.
About the Role
As the Incident & Problem Management Lead, you will take ownership of enhancing the organization’s response and recovery capabilities. 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 also working as an IT business analyst to develop systems and processes that meet client needs.
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 with direct responsibility for incident and problem management functions 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
Whether at the border, up in space, or on the battlefield, we build the advanced technology that makes America stronger, faster, and safer. It’s who we are and what we do. It’s in our code.
Columbus, OH