{"id":3844774,"url":"https://alion.io/job/vizient-senior-associate-major-incident-problem-management","title":"Senior Associate, Major Incident & Problem Management","company":{"id":15164,"name":"Vizient","domain":"vizient.com","url":"https://alion.io/company/vizient","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":21,"ghost_share":0,"stale_share":0.619,"repost_share":0.048,"time_to_fill_p50_days":45,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chicago, United States","Irving, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":88900,"max":155500,"currency":"USD","period":"year","gross":null,"usd_annual":155500},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-11-05T00:00:00Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-13T10:48:40Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"When you’re the best, we’re the best. We instill an environment where employees feel engaged, satisfied and able to contribute their unique skills and talents while living and working as their authentic selves. We provide extensive opportunities for personal and professional development, building both employee competence and organizational capability to fuel exceptional performance through an inclusive environment both now and in the future.\nSummary:\nIn this role, you will lead enterprise Major Incident Management and Problem Management functions to minimize business disruptions, restore critical services, and improve operational stability. You will oversee high-severity incident response, coordinate cross-functional teams, facilitate executive communications, and drive root cause analysis and permanent resolution of systemic issues. You will strengthen IT service management practices through process governance, performance monitoring, and continuous improvement aligned with ITIL frameworks.\nResponsibilities:\nLead enterprise Major Incident Management and Problem Management processes to ensure operational effectiveness and service reliability.\nDirect response and recovery efforts for Priority 1 (P1) and Priority 2 (P2) incidents, coordinating technical teams, vendors, and escalation activities to restore critical services.\nFacilitate incident bridge calls, crisis communications, and executive updates throughout major incident lifecycles.\nOversee root cause analysis (RCA), post-incident reviews (PIRs), and corrective action plans to prevent recurring incidents and systemic failures.\nManage proactive problem identification, trend analysis, problem backlogs, and the Known Error Database (KEDB) to improve service stability and knowledge sharing.\nDevelop and maintain incident and problem management policies, procedures, governance standards, and escalation protocols aligned with ITIL best practices.\nCollaborate with Change Management, Service Desk, Infrastructure, Cybersecurity, Application Support, and Vendor Management teams to improve service delivery and operational resilience.\nEstablish and monitor key performance indicators (KPIs), including mean time to restore service (MTTR), mean time between failures (MTBF), service level agreement (SLA) compliance, incident trends, problem aging, and corrective action effectiveness.\nConduct process reviews, audits, and maturity assessments to identify improvement opportunities and enhance incident response capabilities.\nPresent service performance metrics, incident trends, root cause findings, and continuous improvement recommendations to senior leadership and business clients.\nQualifications:\nRelevant degree preferred.\n5 or more years of relevant experience required.\nExperience leading Major Incident Management and Problem Management processes within complex enterprise IT environments.\nExperience coordinating cross-functional technical teams, vendors, and operational processes during critical service disruptions.\nStrong knowledge of ITIL frameworks and IT Service Management (ITSM) practices, including Incident, Problem, and Change Management.\nExperience facilitating root cause analysis, post-incident reviews, and corrective action planning.\nDemonstrated ability to communicate effectively with senior leadership and business clients during high-priority incidents.\nExperience with ITSM platforms, performance dashboards, service reporting, and operational metrics.\nStrong analytical, organizational, problem-solving, and continuous improvement skills.\nAbility to manage competing priorities, drive cross-functional collaboration, and make sound decisions in high-pressure situations.\nEstimated Hiring Range:\nAt Vizient, we consider skills, experience, and organizational needs in our compensation approach. Geographic factors may adjust the range estimate and hires typically fall below the top range. Compensation decisions are tailored to individual circumstances. The current salary range for this role is $88,900.00 to $155,500.00.This position is also incentive eligible.\nVizient has a comprehensive benefits plan! Please view our benefits here:\nhttp://www.vizientinc.com/about-us/careers\nEqual Opportunity Employer: Females/Minorities/Veterans/Individualswith Disabilities\nThe Company is committed to equal employment opportunity to all employees and applicants without regard to race, religion, color, gender identity, ethnicity, age, national origin, sexual orientation, disability status, veteran status or any other category protected by applicable law.","description_format":"text","description_chars":4561,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Medical Equipment Distribution","Health Data & Interoperability","Healthcare & Life Sciences Consulting"],"lifecycle":[{"event":"open","at":"2026-11-06T00:20:26Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 27 · green card filings: 5","filings_12m":27,"filings_prev_12m":39,"green_card_filings_12m":5,"median_offered_wage_usd":141719,"route":null,"cap_exempt":false,"checked_at":"2026-11-12T07:36:15+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":7,"expected_fill_days":45,"reasons":["conf:5","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-12T10:38:37Z"},"pay":{"stated_usd_annual":155500,"is_top_pay":true},"html_url":"https://alion.io/job/vizient-senior-associate-major-incident-problem-management","json_url":"https://alion.io/job/vizient-senior-associate-major-incident-problem-management.json","meta":{"generated_at":"2026-11-13T19:36:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":39127,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":15164},"rest":"https://alion.io/mcp/rest/get_company?id=15164"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvizient-senior-associate-major-incident-problem-management"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fvizient-senior-associate-major-incident-problem-management"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fvizient-senior-associate-major-incident-problem-management"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/vizient-senior-associate-major-incident-problem-management\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvizient-senior-associate-major-incident-problem-management"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3844774}},{"tool":"search_jobs","arguments":{"company":"vizient.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3844774},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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