Major Incident and Problem Management Consultant

Job Title: Major Incident and Problem Management Consultant

Location: United States – Remote
Experience: Experienced IT Service Management Professional

Job Summary

We are seeking an experiencedMajor Incident and Problem Management Consultant to manage critical IT incidents, drive service restoration, minimize business disruption, and lead problem management and root cause analysis activities.

The ideal candidate will have strong expertise in IT Service Management (ITSM), major incident management, problem management, ITIL frameworks, stakeholder communication, and continuous service improvement. This role requires the ability to lead cross-functional and virtual teams, manage escalations, coordinate incident response, and ensure adherence to Service Level Agreements (SLAs).

Key Responsibilities

• Manage major incidents, ensuring timely resolution and communication in accordance with established SLAs and service management processes.

• Assess business impact and urgency, declare major incidents, and coordinate appropriate response teams.

• Lead Sev 1 and Sev 2 incident management activities to restore services and minimize business disruption.

• Coordinate end-to-end service restoration and impact-reduction activities across technical teams, service towers, and business stakeholders.

• Ensure consistent, accurate, and timely incident communications, including outage notifications and business updates.

• Work closely with Incident Management, Problem Management, Change Management, Service Desk, Service Delivery Managers, and technical support teams.

• Identify and take ownership of unallocated incidents, escalating issues and driving resolution.

• Facilitate incident response calls, operational meetings, and management-level discussions.

• Manage stakeholder expectations and ensure business priorities remain central to incident resolution.

• Lead problem management activities, including root cause analysis, identification of recurring issues, and preventive action planning.

• Proactively identify operational risks and service improvement opportunities.

• Prepare incident reports, management updates, and service performance metrics.

• Support continuous service improvement initiatives and implementation of corrective and preventive actions.

• Provide guidance, training, and mentoring to service delivery teams to promote consistent incident management practices.

• Act as a subject matter expert for major incident and problem management processes.

• Manage multiple urgent tasks simultaneously while maintaining focus on business impact and service restoration.

Required Skills and Qualifications

• Strong experience in IT operations, Major Incident Management, Problem Management, and IT Service Management.

• Minimum ITIL V4 Foundation certification.

• Solid understanding of IT infrastructure, systems integration, architecture concepts, and cross-system dependencies.

• Proven experience managing critical incidents, escalations, and service restoration activities.

• Experience handling Sev 1 and Sev 2 incidents and coordinating end-to-end incident response.

• Strong knowledge of ITIL-based service management processes and frameworks.

• Excellent leadership and communication skills, including the ability to lead incident management calls and communicate with senior stakeholders.

• Experience working directly with business stakeholders, service managers, and technical teams.

• Demonstrated ability to lead virtual teams and coordinate cross-functional resources.

• Strong critical-thinking, analytical, and root cause analysis skills.

• Experience managing multiple high-priority issues in fast-paced operational environments.

• Ability to develop training materials, facilitate training sessions, and mentor internal and external teams.

• Understanding of proactive problem management, risk identification, and continual service improvement.

• Knowledge of Lean methodologies and Six Sigma principles or experience.

Preferred Qualifications

• ITIL V3 or V4 knowledge and relevant certifications.

• Lean or Six Sigma certification or practical experience.

• Experience in global IT service delivery and distributed operational environments.

• Strong written communication, reporting, and stakeholder management skills.