Job Description

The Major Incident & Problem Governance Lead is responsible for design and governance of the Major Incident Management process ensuring well documented, clearly defined and well tested processes exist for execution during critical events. The role ensures structured incident command, clear and consistent communications, and rapid response during high-impact outages. The person in this role will lead problem management by facilitating root cause analysis, coordinating post-incident reviews, and tracking corrective action. The role will manage tools utilized for incident coordination and partner with observability and application portfolio management team members to ensure information and metrics are readily available to drive decisions during high impact events. The role will drive continuous improvement by identifying patterns, improving response processes, evaluating operational readiness, and contributing as an advisor on the change advisory board for change governance.   

A Day In The Life

On a typical day, you may be reviewing recent incidents to identify trends, patterns, or systemic risks that warrant deeper problem investigation. You will facilitate root cause analysis sessions, ensure lessons learned are documented, and track permanent corrective actions through to completion. While application and service owners ultimately have responsibility for generating root cause analysis, you will use the governanace policies defined to ensure these are completed.

When a high‑impact incident occurs, playbooks and governance structure created will help drive clear incident command—governing triage, confirming severity and business impact, and ensuring clear, timely, and standardized communications are delivered to stakeholders, including executive leadership. You will guide teams through established playbooks and escalation paths to ensure an effective and coordinated response while always seeking continuous improvement opportunties.

You will also spend time partnering with tooling, observability, and service owners to ensure incident coordination tools (such as PagerDuty) are properly configured and aligned with governance standards. Periodically, you will review and advise on change risk as part of the Change Advisory Board (CAB), and you will help plan or assess readiness activities such as tabletop exercises and dry runs to continuously improve operational resilience.

Key Responsibilities:

• Own the design and governance of the Major Incident Management process.
• Facilitate structured incident response and communications during high-impact events.
• Ensure playbooks, escalation paths, and severity models are well documented and followed.
• Govern incident triage activities, accurately assess severity and business impact (P1/P2 classification), and ensure timely, standardized communications to stakeholders, including executive leadership updates.
• Ensure major incident readiness exercises (e.g., dry runs, tabletop simulations) are conducted regularly by responsible teams and outcomes are reviewed for process improvement.
• Own the Problem Management lifecycle: Facilitate Root Cause Analysis (RCA), documenting lessons learned, and tracking permanent corrective actions (PCAs) to completion.
• Own and configure incident tooling (PagerDuty), ensuring usage aligns with governance models.
• Analyze incident trends and patterns to identify service improvement opportunities.
• Act as an advisor in CAB to flag recurring incident risks and change-related problems.
• Drive continuous improvement across incident, problem, and readiness practices.

What will help you thrive in this role?

• 7+ years experience in IT operations, incident management, or ITSM governance roles.
• Proven ability to lead crisis events and facilitate post-incident reviews.
• Strong knowledge of ITIL practices (especially Incident and Problem Management).
• Hands-on experience with incident tooling (e.g., PagerDuty).
• Excellent cross-functional coordination, communication, and documentation skills.
• Exceptional written and verbal communication skills essential for managing incident command scenarios and delivering clear business-level reporting.
• Strong process orientation and analytical capability to drive and track RCA and continuous improvement programs.
• ITIL Foundation certification required; advanced ITSM credentials preferred.