The Incident & Problem Manager is a senior individual contributor within our global IT operations organization. This role owns the resolution of high‑severity incidents, leads major incident bridges, and drives long‑term problem management outcomes.

In addition to strong traditional incident leadership, this role plays a key part in shaping how agentic AI and automation are designed, introduced, and operationalized within incident management. You will help evolve how incidents are detected, triaged, communicated, and resolved—working alongside engineering, tooling, and operations teams to move from manual response to AI‑assisted and autonomous workflows.

This is a hands‑on operational role for someone who can run today’s incidents confidently while actively helping build the future operating model.

What will you bring to Omnissa?

• 4+ years of IT operations/support experience, with at least 2+ years in dedicated incident/problem management roles.
• Curiosity and readiness to evolve incident management using AI and automation, not just operate within traditional models.
• 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.

What You'll Do:

Major Incident Leadership

• Act as the primary lead for critical incidents, running incident bridges and coordinating cross‑functional response teams.
• Make real‑time decisions to restore service quickly and minimize business impact.
• Serve as a senior escalation point for high‑severity, business‑impacting events.

Executive & Stakeholder Communication

• Deliver clear, confident verbal updates to senior leadership during live incidents.
• Own executive‑level written communications including status updates, notifications, and post‑incident reports.
• Document timelines, decisions, and follow‑ups with precision and accountability.

Problem Management & Operational Rigor

• Own the end‑to‑end lifecycle of incident and problem tickets (Jira, ServiceNow, or similar).
• Lead RCAs and trend analysis to identify systemic issues and recurring risk.
• Drive problem reviews through to preventive action and measurable improvement.

AI‑Forward Incident Management Evolution

• Partner with operations, platform, and tooling teams to design and implement agentic AI capabilities across incident and problem management.
• Help define where automation, AI‑assisted triage, and autonomous actions meaningfully improve speed, quality, and operator effectiveness.
• Contribute operational expertise to the development of AI‑driven workflows, guardrails, and decision models.
• Actively challenge traditional incident management patterns when better AI‑enabled approaches are possible.

Operational Excellence & Mentorship

• Analyze KPIs, SLAs, and SLOs to improve detection, response, and resolution.
• Strengthen monitoring, alerting, and response playbooks in an AI‑augmented environment.
• Mentor junior incident managers and help raise the overall operational maturity of the team.

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.