Job Description
Job DescriptionMajor Incident and Problem ManagerAlternate / Related Job Titles
- IT Major Incident Manager
- Incident & Problem Management Lead
- IT Service Management (ITSM) Manager
- ITIL Incident and Problem Manager
Location & Onsite FlexibilityWellesley, MA — Remote
Contract Details
- Position Type: Contract
- Contract Duration: 6 Months
- Start: As Soon As Possible
- Pay Rate: $35–$55 per hour
Job SummaryThe Major Incident and Problem Manager is responsible for ensuring rapid and effective resolution of major incidents and problems across the IT operating environment. This role supports global risk management and service stability by coordinating technical teams, driving root cause analysis, and continuously improving ITIL-based Incident and Problem Management processes within a large enterprise financial services environment.What You Will Do
- Ensure incidents are managed to resolution as quickly as possible through effective coordination, escalation, and meeting facilitation
- Ensure problems are managed to resolution, including ownership of follow-up actions and outcomes
- Collaborate with IT service owners and support teams to perform root cause analysis and develop corrective action plans
- Drive post-incident reviews, document lessons learned, and track remediation tasks to completion
- Identify opportunities to mature Incident and Problem Management processes and mitigate future risk
- Develop, document, and implement new or modified ITSM procedures based on metrics, reviews, and performance data
- Maintain a strong understanding of product delivery, IT operations, and service dependencies
- Support critical incidents, including periodic on-call responsibilities outside normal business hours
Required Skills & Experience
- 6+ years of experience in incident management, problem management, or root cause analysis in an IT environment
- 10+ years using negotiation, influencing, and facilitation skills in a business or IT setting
- Strong knowledge of the ITIL v3 Service Management Framework, with emphasis on Incident and Problem Management
- Proven ability to translate complex technical issues into clear, structured communication
- Strong organizational, analytical, and problem-solving skills
- Excellent verbal and written communication skills; confident presenter and facilitator
- Strong technical aptitude with experience in IT systems support, administration, or design
- Experience driving process improvements and operational efficiencies
- Ability to build collaborative relationships across technical and business teams
- Ability to remain calm and effective in high-pressure, incident-driven environments
- Working knowledge of ServiceNow or other ITSM tools
Additional Requirements
- Support North American hours of operation
- Periodic on-call support for critical incidents
- Ability to work effectively within an Agile environment where applicable
Preferred Assets
- Strong background in service management, including Incident, Problem, and Change Management
- Familiarity with enterprise financial services applications and their architecture
- Intermediate proficiency with Microsoft Office and Outlook
Benefits
- Medical Insurance
- Vision Insurance
- Dental Insurance
- 401(k) Retirement Plan
About the ClientOur client is a leading global financial services organization offering insurance, investments, advice, and asset management solutions. With a strong international presence, the organization is committed to innovation, sustainability, and helping clients achieve long-term financial security and healthier lives.About GTTGTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American–owned company based in Alaska. GTT partners with Fortune 500 organizations across financial services, technology, healthcare, and life sciences throughout the U.S. and Canada.Job Number: 25-29772
#gttic #gttjobsCompany DescriptionGlobal Technical Talent is a subsidiary of Chenega Corporation (www.Chenega.com) with over 1.3 billion US$ in revenue and 5800 US employees. We provide Total Talent Solutions, Global staffing, SOW, RPO, Direct Sourcing, and Global Payroll with physical offices in US, Canada, and India. GTT Digital headquartered in Toronto specializes in providing high-tech digital and banking talent to some of the nation’s largest financial institutions. As a leader in the staffing industry for over 22 years, we have become one of the largest staffing firms in the New England region, working with Fortune 500 clients and cutting-edge, technology-driven recruiting infrastructure.
We are a Native American-owned, economically disadvantaged corporation that highly values diverse and inclusive workplaces. Our clients and partners are among the most successful and innovative organizations in the world. Our top clients are Fortune 500 banking, insurance, and financial services firms, some of the nation’s largest life sciences, biotech, utility, and retail companies, and prestigious educational institutions in the Ivy League tier.
There is always a new opportunity for success when you look through all of the open job opportunities on our website’s career page. Just click on this link: https://bit.ly/gttcareers
Awards
SIA’s Fastest Growing Staffing Firm: 2023 and 2015
SIA’s Best Staffing Firm to Work for: 2019 -2023
Inc 5000 Fastest Growing Private Company: 2023, 2022, 2016, 2015
Randstad Preferred Supplier: 2020 - 2023
TechServe Alliance Excellence Award. 2019
NH Business Magazines Fast 5 fastest growing companies
Ernst & Young Entrepreneur of the Year Finalist: 2015
Company Description
Global Technical Talent is a subsidiary of Chenega Corporation (www.Chenega.com) with over 1.3 billion US$ in revenue and 5800 US employees. We provide Total Talent Solutions, Global staffing, SOW, RPO, Direct Sourcing, and Global Payroll with physical offices in US, Canada, and India. GTT Digital headquartered in Toronto specializes in providing high-tech digital and banking talent to some of the nation’s largest financial institutions. As a leader in the staffing industry for over 22 years, we have become one of the largest staffing firms in the New England region, working with Fortune 500 clients and cutting-edge, technology-driven recruiting infrastructure.\r\n\r\nWe are a Native American-owned, economically disadvantaged corporation that highly values diverse and inclusive workplaces. Our clients and partners are among the most successful and innovative organizations in the world. Our top clients are Fortune 500 banking, insurance, and financial services firms, some of the nation’s largest life sciences, biotech, utility, and retail companies, and prestigious educational institutions in the Ivy League tier.\r\n \r\nThere is always a new opportunity for success when you look through all of the open job opportunities on our website’s career page. Just click on this link: https://bit.ly/gttcareers \r\n \r\nAwards\r\n\r\nSIA’s Fastest Growing Staffing Firm: 2023 and 2015\r\nSIA’s Best Staffing Firm to Work for: 2019 -2023\r\nInc 5000 Fastest Growing Private Company: 2023, 2022, 2016, 2015\r\nRandstad Preferred Supplier: 2020 - 2023\r\nTechServe Alliance Excellence Award. 2019\r\nNH Business Magazines Fast 5 fastest growing companies\r\nErnst & Young Entrepreneur of the Year Finalist: 2015