Edtech.com's Summary

University of Maryland Global Campus is hiring a Senior Specialist, Incident & Problem Management. The role leads how UMGC responds to IT outages and tracks down their underlying causes, setting the incident and problem management practices used across its infrastructure, cloud, network, security, and application environments. The specialist works with engineering, operations, service desk, and architecture teams to restore service quickly and reduce recurring incidents.

Highlights

Develop and maintain enterprise incident and problem management strategies, standards, and ITIL-aligned governance frameworks to improve service stability and restoration.
Lead and coordinate major incident response across infrastructure, network, cloud, application, and security domains, keeping communication clear and restoration within service level objectives.
Facilitate root cause analysis, post-incident reviews, and problem investigations, and plan the corrective actions that eliminate recurring issues.
Design and refine incident and problem workflows, escalation procedures, runbooks, and automation within ITSM platforms such as ServiceNow.
Analyze incident trends, operational metrics, and reliability indicators to spot systemic risks and reduce mean time to restore and detect.
Partner with service desk, engineering, infrastructure, cybersecurity, and architecture teams to implement permanent fixes and tie incident and problem practices to change, knowledge, and configuration management.
Five or more years of experience in IT operations, service management, or infrastructure support, including coordinating incident or problem management in ITIL-based enterprise environments.
Bachelor’s degree in information technology, computer science, or a related field, or an equivalent combination of education and experience; a master’s degree is preferred.
Preferred background leading enterprise incident and problem programs and major incident response, with ITIL Managing Professional, ServiceNow, or Lean Six Sigma credentials a plus.
Hybrid position based in Adelphi, Maryland, with a hiring range of $105,000 to $125,000.

Senior Specialist, Incident & Problem Management Full Description

Senior Specialist, Incident & Problem Management (ServiceNow Support) - US Exempt Regular, Full time

This position is classified as "hybrid" and the work location is Adelphi, Maryland. An on-site presence is expected for meetings, summits, or events, and as needed. In accordance with UMGC Travel policy, you will be responsible for any expenses incurred from traveling, including temporary lodging, to Adelphi or locations within the DMV region.

The Senior Specialist, IT Incident & Problem Management is responsible for leading the design, governance, and continuous improvement of enterprise incident and problem management practices. This role ensures IT service disruptions are rapidly restored and underlying root causes are systematically identified, analyzed, and remediated across infrastructure, cloud, network, security, and application environments. The Specialist partners closely with engineering, operations, service desk, and architecture teams to improve service reliability, reduce recurring incidents, and strengthen operational resilience across the enterprise.

Duties and Responsibilities

Incident & Problem Management Strategy and Governance

Develop and maintain enterprise incident and problem management strategies, standards, governance frameworks, and ITIL-aligned processes to improve service stability, restoration effectiveness, and operational maturity.

Major Incident Management & Service Restoration

Lead and coordinate major incident response activities across infrastructure, network, cloud, application, and security domains to ensure rapid service restoration, effective communication, and adherence to service level objectives.

Root Cause Analysis & Problem Resolution

Facilitate root cause analysis (RCA) activities, post-incident reviews, problem investigations, and corrective action planning to eliminate recurring issues and improve long-term service reliability.

ITSM Process Design & Optimization

Design, implement, and continuously refine incident and problem management workflows, escalation procedures, runbooks, operating procedures, and automation capabilities within ITSM platforms and supporting tools.

Service Reliability & Operational Analytics

Analyze incident trends, service disruptions, operational metrics, and reliability indicators to identify systemic risks, reduce MTTR and MTTD, and drive proactive service improvement initiatives.

Cross-Functional Collaboration & Continuous Improvement

Partner with service desk, engineering, infrastructure, cybersecurity, architecture, and operations teams to implement permanent fixes, improve resiliency, and ensure integration between incident, problem, change, knowledge, and configuration management practices.
Other duties as assigned.

Skills

ITIL Incident and Problem Management
Major Incident Management (MIM)
Root Cause Analysis methodologies (5 Whys, Fishbone, Fault Tree Analysis)
Service Level Management (SLA, OLA, XLA)
ITSM platforms and workflow design (ServiceNow or equivalent)
Incident response runbook and playbook development
Operational reporting, dashboards, and trend analysis
Monitoring, alerting, and observability integration
Problem record management and corrective action tracking
CMDB and service dependency mapping concepts
Stakeholder communications during critical incidents
Process automation and workflow optimization
Change, configuration, and release management integration
Service reliability and operational resilience practices.

Education & Experience Requirements

Education: Bachelor's Degree in Information Technology, Information Systems, Computer Science, Cybersecurity, Engineering, or a related field or equivalent combination of education and experience.

Experience

5+ years of experience in IT operations, service management, infrastructure support, technical operations, or related disciplines.
Experience coordinating or managing incident response and/or problem management processes within enterprise IT environments.
Experience working in ITIL-based service management environments.
Experience collaborating with cross-functional teams supporting infrastructure, cloud, applications, networking, and security services.

Certifications: Not required.

Preferred Experience Requirements

Education: Master's Degree in Information Technology, Information Systems, Computer Science, Cybersecurity, Engineering, or a related discipline.

Experience leading enterprise IT incident and problem management programs.
Experience coordinating major incident response activities in large-scale, complex IT environments.
Experience supporting multi-domain technology environments including cloud, infrastructure, networking, security, and enterprise applications.
Experience integrating monitoring, alerting, observability, and ITSM platforms.
Experience driving operational reliability, service improvement, and resiliency initiatives.
Experience within higher education or other large enterprise organizations preferred.

Preferred Certifications

ITIL Managing Professional or ITIL Practice Manager certification
ServiceNow IT Service Management certification
Site Reliability Engineering (SRE) or operational resilience certifications
Certified Problem and Change Manager (or equivalent)
Lean Six Sigma, PMP, or process improvement certification preferred.

Hiring Range

$105,000.00 - $125,000.00

All submissions should include a cover letter and resume.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination.

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Senior Specialist, Incident & Problem Management

Edtech.com's Summary

Senior Specialist, Incident & Problem Management Full Description

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