Omnissa · 1 day ago
Incident and Problem Manager
Atlanta, Georgia Office
Full-time
Hybrid
Mid, Senior Level
$88K/yr - $184K/yr
4+ years expOmnissa is the first AI-driven digital work platform, built to support flexible, secure, work-from anywhere experiences. The Incident & Problem Manager is a senior-level individual contributor role responsible for owning the resolution of high-severity incidents and driving long-term problem management initiatives.
Consumer ApplicationsCyber SecurityInformation TechnologyOnline PortalsSoftware
No H1B
Responsibilities
Act as the primary lead on critical incident bridges (Zoom and conference calls), coordinating cross-functional response teams
Make real-time decisions to restore services as quickly as possible
Serve as the primary escalation point for major business-impacting incidents
Deliver clear, confident, and timely verbal updates to leadership and business stakeholders during high-severity incidents
Draft and distribute executive-level written communications, including status page updates, email notifications, and post-incident reports
Document incident timelines and manage executive follow-ups
Oversee end-to-end lifecycle of incident and problem tickets (Jira, ServiceNow, or similar)
Conduct RCA and trend analysis to identify recurring issues and systemic risks
Drive problem management reviews and follow through on preventive actions
Analyze KPIs and SLA/SLO metrics to improve incident/problem processes
Work with service owners to strengthen monitoring, alerting, and response procedures
Mentor P2-level team members and contribute to their professional development
Collaborate closely with global operations teams for seamless handoffs and coverage
Qualification
Required
4+ years of IT operations/support experience, with at least 2+ years in dedicated incident/problem management roles
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
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
Act as the primary lead on critical incident bridges (Zoom and conference calls), coordinating cross-functional response teams
Make real-time decisions to restore services as quickly as possible
Serve as the primary escalation point for major business-impacting incidents
Deliver clear, confident, and timely verbal updates to leadership and business stakeholders during high-severity incidents
Draft and distribute executive-level written communications, including status page updates, email notifications, and post-incident reports
Document incident timelines and manage executive follow-ups
Oversee end-to-end lifecycle of incident and problem tickets (Jira, ServiceNow, or similar)
Conduct RCA and trend analysis to identify recurring issues and systemic risks
Drive problem management reviews and follow through on preventive actions
Analyze KPIs and SLA/SLO metrics to improve incident/problem processes
Work with service owners to strengthen monitoring, alerting, and response procedures
Mentor P2-level team members and contribute to their professional development
Collaborate closely with global operations teams for seamless handoffs and coverage
Preferred
ITIL Foundation required (Intermediate/Practitioner preferred)
Bachelor's degree in Computer Science/IT preferred, or equivalent combination of education and relevant professional experience
Benefits
Employee ownership
Health insurance
401k with matching contributions
Disability insurance
Paid-time off
Growth opportunities
Company
Omnissa
Omnissa is a digital work platform. It is a sub-organization of Broadcom (formerly Avago Technologies).
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2024-02-26Acquired
Recent News
2025-11-19
Company data provided by crunchbase