Senior IT Incident & Problem Manager

Join Triumph!

At Triumph, our vision is a world where freight transactions are accurate and seamless on the most modern and secure freight transaction network. That's why we're looking for passionate, innovative, solutions-oriented people to join our team. We thrive on providing exceptional customer service and we look for team members with an entrepreneurial spirit and a passion to build successful partnerships with our clients. Because at the end of the day our goal is to help our partners businesses run better.

Senior IT Incident & Problem Manager

Role Summary:
Are you the calm, confident leader teams turn to when it matters most? As a Senior IT Incident & Problem Manager at Triumph, you'll play a critical role in keeping our technology running smoothly. You'll lead major incident response efforts, reduce service disruptions, and help strengthen our systems for the future-ensuring our teams and customers can rely on stable, secure technology every day.

Day in the Life:
In this role, you'll coordinate rapid responses to critical incidents, collaborate with cross-functional teams to restore services quickly, and communicate clearly with stakeholders at every level. You'll also lead post-incident reviews and help identify opportunities to prevent future issues, making a lasting impact on service quality and operational resilience.

What You'll Be Doing:

• Lead the response to major incidents and drive rapid restoration of business services

• Coordinate incident bridge calls and guide technical teams toward resolution within SLAs

• Assess business impact and communicate updates to stakeholders, including executive leadership

• Track incidents and problems in ITSM systems and document timelines and remediation actions

• Facilitate post-incident reviews and root cause analysis sessions

• Drive corrective actions through completion to prevent recurrence

• Identify and address potential issues before they impact customers

• Partner with service management teams (Change, Service Desk, etc.) to support seamless operations

• Deliver training and knowledge sharing to promote consistent processes

• Continuously improve incident and problem management practices

• Participate in on-call rotation to support 24/7 incident response coverage

What Makes You a Great Fit:

• Bachelor's degree in IT, Engineering, or a related field

• 5-7 years of experience in major incident and problem management

• Familiarity with ITIL practices; ITIL v4 certification preferred

• Experience with ITSM tools such as ServiceNow, Freshservice, or Jira Service Management

• Understanding of enterprise technologies (cloud platforms like AWS/Azure, networks, databases, storage, and web systems)

• Strong communication skills with the ability to explain technical issues clearly to both technical and non-technical audiences

• Proven ability to stay calm, organized, and decisive during high-pressure situations

• Collaborative mindset with strong interpersonal and stakeholder management skills

• Experience working with engineering, product, business teams, and vendors

Call to Action:
Apply now and take the next step in your career. We're excited to meet you!

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We offer Medical, Dental, Vision, Paid Time Off, 401k and much more.

Go on. Do it. Apply Today!