Job Description

Location Designation: Hybrid - 3 days per week 

We are seeking a highly skilled ITSM Major Incident & Problem Manager to join our team. The ITSM Major Incident & Problem Manager is responsible for managing and coordinating the response to major incidents that significantly impact business operations as well as the problem management activities that may follow. This role involves ensuring that incidents are resolved efficiently and effectively, minimizing downtime and disruption to services provided to our user base.

What You’ll Do:

The ideal candidate will be responsible for the end-to-end management of all IT major incidents and associated problems, ensuring system restoration while limiting impact to clients and partners. This role involves the incorporation of toolsets and functionality to enhance major incident management processes to drive reductions in Mean Time to Resolution (MTTR). This position will be responsible for the following:

• Incident Identification and Classification: Quickly identify and classify major incidents based on their impact and urgency. Ensure that incidents are logged with accurate and detailed information.
• Incident Response Coordination: Lead a virtual incident response team, coordinating resources and efforts across various departments to ensure a swift resolution. This includes organizing and facilitating incident response meetings and communication.
• Communication Management: Act as the primary point of contact for all communications related to major incidents. Provide timely updates to stakeholders, including senior management, affected users, and external partners.
• Post-Incident Review : Lead post-incident review meetings to evaluate the incident response process, identify areas for improvement, and document lessons learned.
• Continuous Improvement: Develop and implement strategies to improve the incident management process. This includes updating incident management procedures, training staff, and leveraging new technologies.
• Reporting and Documentation: Maintain detailed records of all major incidents, including timelines, actions taken, and outcomes. Generate regular reports on major incident trends and performance metrics.
• Root Cause Analysis: Assist in the governance and creation of thorough root cause analysis to identify the underlying causes of major incidents. Work with relevant teams to implement corrective actions and prevent recurrence.
• Problem Management Execution : Ensure problem management processes are effectively executed managing defined processes through to resolution by performing root cause analysis, coordinating 3rd party analysis, and communicating with stakeholders to ensure workaround and solution suitability.
• Problem Management Governance: Provide reporting and metrics presented to all levels of stakeholders as part of monthly governance packages including Key Performance Indicators (KPIs) and other metrics.

What You’ll Bring:

• Technical Expertise: Strong understanding of IT infrastructure, applications, and services. Familiarity with IT Service Management (ITSM) frameworks and tools.
• Leadership and Coordination: Proven ability to lead and coordinate cross-functional teams in high-pressure situations. Excellent organizational and time management skills.
• Communication Skills: Exceptional verbal and written communication skills. Ability to convey complex technical information to non-technical stakeholders.
• Problem-Solving: Strong analytical and problem-solving skills. Ability to think critically and make quick decisions under pressure in complex technology landscapes.
• Experience: Previous experience in incident management or a related field. Familiarity with major incident management processes and best practices.
• Data Analysis: Ability to review various data points from incidents, changes, events and identify correlations and linkages to drive root cause and preventative measures.
• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Strong understanding of ITSM processes and frameworks

Preferred Skills:

• ITIL certification or equivalent.
• Strong analytical and problem-solving skills.
• Proficiency in ITSM tools such as ServiceNow.
• Experience with predictive analytics and AI-powered incident management tools.
• Knowledge of IT operations and infrastructure management.
• Experience with leveraging data from the ServiceNow CMDB and the CSDM mod

#LI-TL2

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Pay Transparency

Salary Range: $116,000-$166,000  

Overtime eligible:  Exempt  

Discretionary bonus eligible:  Yes  

Sales bonus eligible:  No  

Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

Company Overview 

At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact. 

Our diverse business portfolio creates opportunities to make a difference across industries and communities—inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you’ll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress. 

As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what’s next, and your growth powers it. 

Our Benefits

We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site .

Our Commitment to Inclusion
At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. Click here to learn more about New York Life’s leadership in this space.​

Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the  Foundation . We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of .

Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities.

Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees’ needs.

Job Requisition ID: 92833

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