Senior IT Problem & Incident Manager

IT Problem & Incident Manager

Location: 100% Remote

About the Role

We are seeking a highly technical, process-driven Senior IT Problem & Incident Manager to lead enterprise-wide incident response and problem management across IT and Security. This role serves as Incident Commander for major events, ensuring rapid service restoration, executive-level communication, and long-term root cause remediation.

Our Client writes policy, regulates & oversees over 1,500 energy companies who provide electricity to the power grids of Canada, the US & Mexico.

Required Qualifications:

• 6+ years’ experience in Incident Management and IT Operations
• Proven experience leading enterprise IT operations and service delivery across infrastructure, cloud, identity, endpoint, and workplace technologies.
• Strong working knowledge of ITIL and operational best practices.
• Extensive hands-on expertise with ITSM platforms, including EasyVista and ServiceNow; strong understanding of CMDB concepts.
• Hands-on technical understanding of:
• Microsoft 365 ecosystem

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Keywords: Incident Management, Problem Management, Major Incident Commander, ITIL, ITSM, EasyVista, ServiceNow, Root Cause Analysis, Azure, AWS, Microsoft 365, Entra ID, Security Operations, Operational Resilience, Salesforce, IT Service Management