About the Job:
We are looking for an Asst Dir Tech Ops to Lead the response when critical technology services are disrupted and drive lasting improvements that help prevent future outages. As Assistant Director of Major Incident & Problem Management, you’ll lead enterprise processes, governance, and operational execution to restore services quickly, eliminate systemic root causes, and strengthen service reliability, stability, and customer experience.
You’ll serve as the enterprise authority for Major Incident and Problem Management, partnering across technology and business teams and leveraging ServiceNow, operational analytics, and configuration management data to improve operational resilience.
What You'll Do:
Lead enterprise Major Incident Management. Own governance, standards, policies, procedures, and operational readiness to support a consistent, effective response to critical service disruptions.
Direct major incident response and recovery. Coordinate technical, operational, vendor, and business teams through incident command, bridge management, escalations, and recovery activities to restore critical services quickly.
Guide executive and stakeholder communications. Deliver clear, timely, and consistent updates during major outages so leaders and business partners understand service impacts and recovery progress.
Strengthen 24x7 response readiness. Oversee incident response coverage and on-call support models, and lead training, tabletop exercises, and simulations to prepare teams for high-severity events.
Own enterprise Problem Management. Establish governance and root cause analysis standards, and ensure major incidents are evaluated for problem record creation and evidence-based investigation.
Drive systemic issue resolution. Identify and prioritize recurring incidents, technology risks, and service reliability concerns based on business impact, risk, and recurrence trends. Maintain executive visibility into major problems and remediation plans.
Lead and develop service management professionals. Coach Major Incident Managers, Problem Managers, and related team members, establish operational and performance goals, and foster accountability, collaboration, and continuous improvement.
Use operational insights to improve reliability. Develop and monitor incident, problem, availability, and reliability metrics. Analyze outage and disruption trends to identify systemic weaknesses and improvement opportunities.
Build cross-functional partnerships. Collaborate with Infrastructure, Applications, Cloud Operations, Site Reliability Engineering, Cybersecurity, Architecture, Service Desk, Change Management, Asset Management, and Configuration Management teams to strengthen operational resilience.
Optimize ServiceNow service management capabilities. Serve as the business owner for Incident and Problem Management capabilities, partnering with platform teams to improve workflows, automation, integrations, reporting, and adoption across Incident, Problem, Knowledge, and Service Level Management. Ensure data quality, process integrity, and platform governance.
What You'll Bring to the Role:
Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
Eight or more years of experience in IT Operations, Service Management, Site Reliability Engineering, Infrastructure Operations, or Application Support.
Five or more years of experience leading Major Incident Management, Problem Management, Site Reliability Engineering, or IT Operations teams.
Strong knowledge of ITIL Incident and Problem Management practices, ServiceNow ITSM, Change Management, and Availability Management.
Experience managing high-pressure Priority 1 and Priority 2 outages affecting critical business services.
Strong crisis leadership and decision-making skills, with the ability to coordinate response efforts under pressure.
Clear executive communication and stakeholder management skills, including the ability to communicate service…