IT Incident & Problem Manager - incident managmt + process owner
GartnerAbout Gartner:
Gartner, Inc. (NYSE: IT) is the world’s leading information technology research and advisory company. We deliver the technology-related insight necessary for our clients to make the right decisions, every day. We work with every client to research, analyze and interpret the business of IT within the context of their individual role. Founded in 1979, Gartner is headquartered in Stamford, Connecticut, U.S.A. - Visit www.gartner.comto learn more.
About this role:
This position is responsible for overall response to critical Incidents. This role facilitates, develops, and maintains the overall Incident Management process, and works with other team leads when process deficiencies or improvements are identified.
Responsible for coordination of Problem records including creation, assignment, follow-up and reporting, along with the growth and management of the Problem Management practice overall.
What you will do:
Acts as the 24x7 escalation point for critical service interruptions, ensuring effective incident control, coordination, and communication across all high-impact incidents.
Leads and coordinates Major Incident Management activities to restore services swiftly, with full accountability for end-to-end incident resolution.
Owns stakeholder communications during critical incidents, providing timely, accurate status updates to business and technical leadership.
Ensures rapid service restoration and resolution of complex and high-impact incidents while minimizing business disruption.
Creates, manages, and governs Problem records throughout their lifecycle, including after-hours support during critical outages when required.
Facilitates and drives Major Incident Reviews (MIRs) and Problem Review meetings, ensuring clear actions, accountability, and closure.
Audits major incident tickets for correct prioritization, technical accuracy, business impact alignment, and adherence to SLA/OLA commitments.
Defines, develops, and tracks incident and problem management metrics, enabling proactive identification of trends, risks, and systemic issues.
Documents, implements, and continuously improves Incident and Problem Management processes, escalating risks and gaps to relevant process owners.
Leads Root Cause Analysis (RCA) for all Priority 1 and Priority 2 incidents and ensures corrective and preventive actions are effectively implemented.
Supports ITIL process maturity and standardization across Service Management functions in collaboration with other process owners.
Produces executive- and customer-facing incident reports and dashboards, supporting KPIs, SLAs, and OLAs.
Builds and maintains strong, trusted relationships with business, application, infrastructure, and vendor stakeholders to drive effective service management outcomes.
What you will need:
8-12yrs of experience as Incident and Problem Manager with atleast 2 years into coaching and mentoring teams
Must have
Bachelor’s degree required; Engineering or relevant technical discipline preferred.
Expert knowledge of writing and maintaining Incident and Problem Management Processes
Expert‑level knowledge in defining, implementing, and governing Incident and Problem Management processes
Proven experience managing critical outages, leading Major Incident reviews, and chairing Problem Review Boards (PRBs)
Demonstrated ability to drive continuous improvement and prudent change, challenging the status quo while balancing innovation, flexibility, and customer value -must
Strong judgment and accountability in decision‑making, with sound problem‑solving, risk assessment, and customer‑centric thinking - must
Proven capability to lead high‑performing teams through leading by example, coaching, continuous learning, and effective recognition-must
Able to clearly articulate incident impacts, risks, and remediation plans to diverse audiences
Familiarity with enterprise IT environments and integrations across IT infrastructure, applications, and ITSM tooling
Highly organized, proactive, and adaptable, with the ability to operate effectively in high‑pressure environments
Self‑motivated with demonstrated creative and critical thinking capabilities
Strong team orientation with a positive mindset, continuous learning attitude, and willingness to support others
Who you are
Fluent in English (written and spoken) with confidence engaging senior leadership and executive stakeholders Able to work independently or within a team proactively in a fast-paced AGILE-SCRUM environment.
Owns success – Takes responsibility for successful delivery of the solutions.
Ardent desire to improve upon their skills in software development, frameworks, and technologies.
Strong stakeholder management, mediation, and relationship‑building skills across technology and business teams
What we offer:
In addition to an outstanding work environment with rapid advancement potential, Gartner associates enjoy exceptional compensation and benefits, including:
An upbeat, positive culture. Integrity, objectivity, collaboration, results, and a no-limits mind-set are central to our values
Limitless growth. We work with you to help you meet your goals and advance within the company. Encouragement to be innovative and challenge status quo. Exposure to industry leading training and development. Performance-based recognition and rewards
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Who are we?
At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.
Our mission relies on expert analysis and bold ideas to deliver actionable, objective business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities.
Since our founding in 1979, we’ve grown to 20,000 associates globally who support over 13,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That’s why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.
What makes Gartner a great place to work?
Our vast, virtually untapped market potential offers limitless opportunities – opportunities that may not even exist right now – for you to grow professionally and flourish personally. How far you go is driven by your passion and performance.
We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients.
Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.
We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work.
Gartner is the world authority on AI
At Gartner, you’ll join a company at the very center of the AI revolution. Gartner has proactive, objective guidance throughout clients’ AI journeys. We set the standard for how organizations leverage artificial intelligence to drive meaningful impact. You’ll have access to unmatched resources, expertise, and technology, and play a key role in helping Gartner and our clients innovate and grow as we leverage AI to transform business and technology landscapes.
It’s an exciting time to be at Gartner, with limitless opportunities to make a real impact, grow your skills, and build a lasting, meaningful career in a field that’s reshaping the way we operate. If you’re passionate about AI and want to be part of a team that’s guiding the leaders who shape the world, Gartner is the place for you.
What do we offer?
Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers.
In our hybrid work environment, we provide the flexibility and support for you to thrive — working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.
Ready to grow your career with Gartner? Join us.
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