Explore the critical and dynamic world of Major Incident and Problem Manager jobs, a pivotal career path at the heart of any robust IT service management framework. Professionals in this role are the frontline defenders of business continuity, tasked with restoring service during critical outages and, more importantly, ensuring they never happen again. This career is ideal for those who thrive under pressure, possess a keen analytical mind, and are driven by the challenge of transforming IT chaos into long-term stability and reliability. A Major Incident / Problem Manager typically operates across two interconnected disciplines. The first is Major Incident Management, which focuses on the immediate response to severe, business-impacting service disruptions. When a major incident occurs, these managers take command, coordinating the efforts of multiple support teams—from network engineers to application developers—to facilitate a swift restoration of service. They are responsible for executive and stakeholder communication, providing clear, timely updates until the incident is resolved. The second, and arguably more strategic discipline, is Problem Management. This is the proactive and reactive process of identifying the root causes of incidents. After the fire is put out, the Problem Manager leads a detailed investigation to determine the "why" behind the failure. They author comprehensive Root Cause Analysis (RCA) reports and oversee the implementation of permanent fixes or workarounds to prevent recurrence. Common responsibilities for individuals in these jobs include owning and maintaining the Known Error Database (KEDB), a vital repository of documented solutions and known issues. They are also charged with continuously improving the incident and problem management processes themselves, refining procedures, documentation, and mentoring other IT stakeholders to elevate the entire organization's capability. Analyzing incident data to spot trends and proactively address potential problems before they cause outages is another key aspect of the role. Typical skills and requirements for these positions are both technical and interpersonal. A strong foundational knowledge of IT infrastructures—including hardware, operating systems, networks, and cloud platforms—is essential to understand the complexities of modern IT environments. Certification in ITIL (Information Technology Infrastructure Library) frameworks, particularly at the Foundation level, is almost universally required, with higher-level certifications being a significant advantage. Candidates must demonstrate excellent communication and leadership skills to coordinate diverse teams and manage stakeholder expectations during high-stress situations. Proven experience in managing major incidents, conducting root cause analysis, and a methodical, problem-solving mindset are the hallmarks of a successful candidate. If you are looking for a career where you can make a tangible impact on an organization's operational resilience, Major Incident and Problem Manager jobs offer a challenging and rewarding path.
