Incident & Problem Management Hub Lead

About the Role

Kairostek seeks an experienced Incident & Problem Management Hub Lead to lead and elevate major incident management across a global 24x7 technology environment. This role combines hands-on technical incident command with team leadership and strategic process ownership.

Key Responsibilities

• Major Incident Command: Lead and coordinate resolution of P1/P2 incidents, chair bridge calls, direct technical teams, and maintain stakeholder communication under pressure

• Team Leadership: Manage and mentor Incident Managers; establish standards, review performance, and ensure 24x7 coverage with effective handovers

• Process Ownership: Own and continuously improve the Incident Management framework including escalation paths, communication templates, SLA governance, and tooling

• Stakeholder Communication: Deliver timely, accurate communications to senior leadership and business stakeholders throughout incident lifecycles

• Post-Incident Reviews: Lead blameless PIRs and track completion of action items to prevent recurrence

• Change Coordination: Coordinate with Change Management to assess service stability risks

• Continuous Improvement: Analyze incident trends, MTTR data, and failure patterns to drive systemic reliability improvements

Requirements

• 5+ years IT Incident Management experience with 2+ years in a lead or senior role

• Demonstrated experience commanding P1/P2 incidents in complex, high-traffic environments

• Strong leadership and coaching skills with team management experience

• ITIL v4 Foundation certification (minimum)

• Expert-level ITSM tooling proficiency (Jira Service Management, ServiceNow, or equivalent)

• Excellent communication skills under pressure with C-suite briefing capability

• Willingness to work rotating/on-call schedule