Incident and Problem Manager

The Incident & Problem Manager is a senior-level individual contributor role within our global IT operations organization. You will own the resolution of high-severity incidents, lead incident bridges, communicate directly with senior management, and drive long-term problem management initiatives. This role requires exceptional communication skills, strong ITIL knowledge, and the ability to perform under pressure in a 24×7 environment. You will also mentor junior team members and contribute to operational process improvements.

What will you bring to Omnissa?  

• 4+ years of IT operations/support experience, with at least 2+ years in dedicated incident/problem management roles.
• Outstanding verbal and written communication skills; proven ability to confidently lead incident calls and communicate with senior executives.
• Hands-on experience with ticketing tools such as Jira, ServiceNow, or similar platforms.
• Strong knowledge of ITIL processes; ITIL Foundation required (Intermediate/Practitioner preferred).
• Proven RCA, trend reporting, and process improvement skills.
• Broad understanding of IT infrastructure and applications.
• Resilient under pressure, with strong leadership and decision-making capabilities.

• Major Incident Leadership:
  • Act as the primary lead on critical incident bridges (Zoom and conference calls), coordinating cross-functional response teams.
  • Make real-time decisions to restore services as quickly as possible.
  • Serve as the primary escalation point for major business-impacting incidents.
• Executive & Stakeholder Communication:
  • Deliver clear, confident, and timely verbal updates to leadership and business stakeholders during high-severity incidents.
  • Draft and distribute executive-level written communications, including status page updates, email notifications, and post-incident reports.
  • Document incident timelines and manage executive follow-ups.
• Ticket & Problem Management:
  • Oversee end-to-end lifecycle of incident and problem tickets (Jira, ServiceNow, or similar).
  • Conduct RCA and trend analysis to identify recurring issues and systemic risks.
  • Drive problem management reviews and follow through on preventive actions.
• Operational Excellence & Process Improvement:
  • Analyze KPIs and SLA/SLO metrics to improve incident/problem processes.
  • Work with service owners to strengthen monitoring, alerting, and response procedures.
  • Mentor P2-level team members and contribute to their professional development.
• Coverage & Collaboration:
  • Collaborate closely with global operations teams for seamless handoffs and coverage.
  • Coverage is limited US time zones

Location:  Mountain View, CA or Atlanta, GA

Location Type: Onsite or Hybrid - onsite minimum 3 days per week

Travel Expectations: None

Education: Bachelor’s degree in Computer Science/IT preferred, or equivalent combination of education and relevant professional experience.

Compensation: The typical base salary for this role is between USD $88,450 – $184,250 per year and it may be eligible for participation in a corporate bonus program. Actual compensation offer may vary from posted hiring range based upon geographic location, work experience, education, skill level, or other relevant factors. In addition to competitive compensation, Omnissa offers a variety of benefits such as employee ownership, health insurance, 401k with matching contributions, disability insurance, paid-time off, growth opportunities, and more.

Omnissa is an Equal Employment Opportunity company and Prohibits Discrimination and Harassment of Any Kind:
Omnissa is committed to the principle of equal employment opportunity and to providing a work environment free of discrimination and harassment. All employment decisions at Omnissa are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, ancestry, ethnicity, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past, present, or prospective service in the uniformed services, family medical history or genetic information, family or parental status, veteran status, or any other status protected by applicable laws or regulations in the locations where we operate. Omnissa will not tolerate discrimination or harassment based on any of these characteristics. Omnissa welcomes applicants of all ages. Omnissa will provide reasonable accommodations to applicants and employees who have protected disabilities consistent with applicable federal, state and local law.

This job requisition is not eligible for employment-based immigration sponsorship by Omnissa.