Major Incident and Problem Management

Job Title: Major Incident and Problem Management Specialist

Location: Dallas, TX

Job Type: Contract

Duration: 6+ Months

Job Overview

 

Our client is seeking an experienced Major Incident and Problem Management Specialist to serve as the central point of contact during major incidents, drive problem resolution, and manage service request workflows. The ideal candidate will have strong ITIL knowledge and a proven track record coordinating cross-functional technical teams under pressure.

Key Responsibilities

 

• Act as central coordinator during major incidents, managing communication with technical teams, service desks, and senior leadership
• Assess severity and impact, prioritize actions, and allocate resources effectively
• Form collaborative action plans with clear roles, deadlines, and accountability
• Conduct root cause analysis (RCA) for recurring incidents and manage problem records
• Develop workarounds and permanent fixes in collaboration with technical and development teams
• Post updates to IT Status Page and communicate status to stakeholders throughout the incident lifecycle
• Participate in weekly/monthly on-call rotation
• Design workflows for Service Request and Catalog Management
• Prepare and present metrics reports on incident and problem management activities
• Facilitate knowledge sharing and promote best practices across the organization

Required Skills

 

• Major Incident Management and Crisis coordination
• Problem Management and Root Cause Analysis
• Service Request and Catalog Management
• Stakeholder communication and executive-level reporting
• ITIL framework knowledge
• ServiceNow (Incident, Problem, Service Request modules)
• Workflow design and requirement gathering

Preferred Skills

 

• ITIL certification
• Experience with IT Status Page tools
• Knowledge base and process improvement experience

Location & Work Model

 

Dallas, TX

Engagement Details

 

Contract — 6+ Months