Major Incident and Problem Manager

Aquent is partnering with a leading company in the Healthcare sector, dedicated to delivering critical services and driving innovation. We are seeking a highly skilled and dynamic individual to take on a pivotal role where you will directly impact the stability and resilience of complex global IT environments. This is an exciting 1-year temporary opportunity to lead critical incident response, minimize business disruption, and champion continuous improvement in a fast-paced, high-impact setting.

About the Role

In this crucial position, you will be at the forefront of ensuring operational excellence and minimizing service interruptions. You will lead the charge during technology disruptions, coordinating diverse technical teams to swiftly resolve issues and restore services. Beyond immediate incident response, you will drive structured problem management processes, delving into root causes to implement lasting solutions. Your ability to translate complex technical challenges into clear, actionable strategies will be key to fostering a more resilient and stable IT landscape. This role offers the chance to significantly contribute to the continuous improvement of IT operations and directly influence the reliability of essential services.

What You'll Do

• Lead and orchestrate rapid response to major technology disruptions, coordinating diverse IT teams, facilitating critical incident bridge calls, and managing timely escalations to minimize business impact.
• Drive comprehensive problem management, meticulously identifying root causes, developing robust corrective action plans, and ensuring their successful implementation with service owners and support teams.
• Champion continuous learning by facilitating thorough post-incident and problem review meetings, documenting insights, and developing proactive risk mitigation strategies to enhance future stability.
• Evolve and refine operational procedures, leveraging performance metrics, post-incident analyses, and continuous improvement methodologies to mature operational excellence.
• Provide strategic insights by tracking, analyzing, and communicating key metrics, trends, and recommendations to stakeholders and executive leadership.
• Cultivate and maintain profound expertise in IT technology operations, service delivery processes, and the underlying enterprise infrastructure to inform strategic decisions and incident resolution.

What You'll Bring

• Authorization to work in the United States without requiring sponsorship for the duration of the assignment.
• Ability to work on a W-2 basis (C2C or 1099 is not permitted).
• A minimum of 6 years of hands-on experience in incident management, problem management, root cause analysis, or similar IT operations roles.
• At least 10 years of experience demonstrating exceptional negotiation, influencing, facilitation, and stakeholder management skills within complex business or IT environments.
• Profound practical knowledge of ITIL Service Management frameworks, with a core focus on Incident and Problem Management (ITIL Foundation certification is required).
• Hands-on proficiency with ServiceNow or other enterprise ITSM platforms.
• Strong technical aptitude, with a proven ability to distill complex technical concepts into clear, actionable insights for both technical and business audiences.
• A demonstrated capacity to maintain composure, focus, and decisiveness during high-pressure, critical incident scenarios.
• Availability to support North American business hours and participate in a rotating on-call schedule for off-hours critical incident support.

Bonus Points For

• Broad experience across additional IT Service Management disciplines, such as Change Management.
• Familiarity with enterprise-scale business applications, diverse support models, and technology environments within highly regulated industries.
• Intermediate proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).