Davita Inc.
Principal, Major Incident & Problem Manager - ITSM
Davita Inc., Chaska, Minnesota, United States, 55318
Job Title:
Principal, Major Incident & Problem Manager - ITSM
Job Description: Role Summary: We are hiring a Principal Major Incident & Problem Manager to join our Service Delivery and Support team. This role provides strategic leadership during
high impact
incidents and drives enterprise
-
wide resiliency and recovery practices. The ideal candidate will lead the Major Incident process
including executive communications, stakeholder coordination, and
post incident
reviews
and be a trusted advisor across IT, Business, and Product. With deep experience in ITSM governance and recovery execution, this leader will enable faster resolution and continuous improvement aligned with frameworks, operational, and customer commitments.
Key areas of Principal level experience and proven thought leadership in the following areas required: Strategic Leadership
:
Building processes that support the future of IT and measurable business outcomes. Autonomous Decision Making
:
Lead Major Incident and Code Red with authority. Speaks
to
risk, impact, and strategy in real
-
time without requiring Sr. Manager / Director input. Cross
-
Org Influence
:
Credibility with IT, Business, and Leadership to enforce standards, processes, accountability, governance, and work direction. Process Ownership in a Growth Phase
:
Lead the advancement of ITSM processes and contribute to resiliency programs. Function as a subject matter expert and escalation point for operational resources located in the ITC and other geographies. Key Responsibilities Lead and govern the full lifecycle of Major Incidents, including triage, escalation, technical bridge facilitation, and executive/business communication.
Serve as the primary Incident Commander for Code Red events and lead readiness drills to validate response capabilities.
Drive maturity and alignment of resiliency, continuity, and recovery programs across global teams.
Collaborate with
cross-functional
stakeholders to ensure alignment and accountability during and after critical incidents.
Lead
post incident
reviews and root cause analysis sessions, ensuring actionable outcomes and improvements.
Develop and maintain dashboards, KPIs, and reporting mechanisms to monitor incident trends and influence process improvement.
Champion the Problem Management process, ensuring timely identification of Known Errors and strategic remediation.
Influence the design and execution of ITSM processes and tooling, with a focus on automation, scalability, and user experience.
Enforce compliance with SLAs and regulatory frameworks (e.g., ISO 20000, ITIL).
Provide mentorship and guidance to junior team members and serve as a subject matter expert in Major Incident and Problem Management.
Contribute to CMDB data population, maintenance, and use within ITSM processes.
Own the North America shift in global Incident coverage, interfacing with executive and business leaders during Major Incidents.
Conduct Code Red drills and function as Incident Commander in the event of Code Red
incident.
Partner and build relationships across the organization to gather and maintain data in support of recovery and resiliency process improvements.
Advance ITSM/CMDB maturity with developers and stakeholders.
What We Seek: 10+ years of progressive experience in IT Service Management, with demonstrated leadership in Major Incident and Problem Management.
Bachelor's degree in Computer Science
, Information Systems, or a related field (
Master's
preferred).
ITIL Intermediate or Expert certification with deep working knowledge of ITSM frameworks and best practices.
Proven ability to lead
high pressure
technical bridges and communicate effectively with executive stakeholders.
Strong analytical and critical thinking skills with a continuous improvement mindset. Experience with ServiceNow or similar ITSM platforms
.
Demonstrated ability to influence across large, diverse organizations without direct authority.
Expected to lead during critical incidents, including
off-hour
escalations as needed.
WHY WORK AT ENTEGRIS? Lead. Inspire. Innovate. Define Your Future.
Not everyone who works for a global company shares the same background,
experiences
and perspectives. We
leverage
the differences of our employees to bring
new ideas
to the table. Every employee throughout the company is encouraged to share input on projects and initiatives. Our decision-making process is truly a collaborative effort as we realize there are leaders at every level of the organization. We put our values at the core of how we
operate
as an organization - not just when
it's
convenient, but in a lasting and meaningful way. We want the time and energy you spend here to have a positive impact on your life inside and outside of the office.
WHAT WE OFFER: Our total rewards package goes
above and beyond
just a paycheck. Whether
you're
looking to build your career, improve your health, or protect your wealth, we offer generous benefits to help you achieve your goals. Compensation: $124,000 - $165,000 per year range with actual pay dependent on candidate overall skills for the role Annual bonus eligibility Progressive paid time off policy that empowers you to take the time you need to recharge Generous 401(K) plan with an impressive employer match with no delayed vesting Excellent health, dental and vision insurance packages to fit your needs Education
assistance
to support your learning journey A values-driven culture with colleagues that rally around People, Accountability, Creativity and Excellence Entegris
does not provide immigration-related sponsorship for this role. Do not apply for this role if
you will
need Entegris immigration sponsorship (e.g., H1B, TN, STEM OPT, etc.) now or in the future. At Entegris we are committed to
providing
equal opportunity
to
all employees and applicants. Our policy is to recruit, hire, train, and reward employees for their individual abilities, achievements, and experience without regard to race, color, religion, sexual orientation, age, national origin, disability, marital or military status.
#J-18808-Ljbffr
Job Description: Role Summary: We are hiring a Principal Major Incident & Problem Manager to join our Service Delivery and Support team. This role provides strategic leadership during
high impact
incidents and drives enterprise
-
wide resiliency and recovery practices. The ideal candidate will lead the Major Incident process
including executive communications, stakeholder coordination, and
post incident
reviews
and be a trusted advisor across IT, Business, and Product. With deep experience in ITSM governance and recovery execution, this leader will enable faster resolution and continuous improvement aligned with frameworks, operational, and customer commitments.
Key areas of Principal level experience and proven thought leadership in the following areas required: Strategic Leadership
:
Building processes that support the future of IT and measurable business outcomes. Autonomous Decision Making
:
Lead Major Incident and Code Red with authority. Speaks
to
risk, impact, and strategy in real
-
time without requiring Sr. Manager / Director input. Cross
-
Org Influence
:
Credibility with IT, Business, and Leadership to enforce standards, processes, accountability, governance, and work direction. Process Ownership in a Growth Phase
:
Lead the advancement of ITSM processes and contribute to resiliency programs. Function as a subject matter expert and escalation point for operational resources located in the ITC and other geographies. Key Responsibilities Lead and govern the full lifecycle of Major Incidents, including triage, escalation, technical bridge facilitation, and executive/business communication.
Serve as the primary Incident Commander for Code Red events and lead readiness drills to validate response capabilities.
Drive maturity and alignment of resiliency, continuity, and recovery programs across global teams.
Collaborate with
cross-functional
stakeholders to ensure alignment and accountability during and after critical incidents.
Lead
post incident
reviews and root cause analysis sessions, ensuring actionable outcomes and improvements.
Develop and maintain dashboards, KPIs, and reporting mechanisms to monitor incident trends and influence process improvement.
Champion the Problem Management process, ensuring timely identification of Known Errors and strategic remediation.
Influence the design and execution of ITSM processes and tooling, with a focus on automation, scalability, and user experience.
Enforce compliance with SLAs and regulatory frameworks (e.g., ISO 20000, ITIL).
Provide mentorship and guidance to junior team members and serve as a subject matter expert in Major Incident and Problem Management.
Contribute to CMDB data population, maintenance, and use within ITSM processes.
Own the North America shift in global Incident coverage, interfacing with executive and business leaders during Major Incidents.
Conduct Code Red drills and function as Incident Commander in the event of Code Red
incident.
Partner and build relationships across the organization to gather and maintain data in support of recovery and resiliency process improvements.
Advance ITSM/CMDB maturity with developers and stakeholders.
What We Seek: 10+ years of progressive experience in IT Service Management, with demonstrated leadership in Major Incident and Problem Management.
Bachelor's degree in Computer Science
, Information Systems, or a related field (
Master's
preferred).
ITIL Intermediate or Expert certification with deep working knowledge of ITSM frameworks and best practices.
Proven ability to lead
high pressure
technical bridges and communicate effectively with executive stakeholders.
Strong analytical and critical thinking skills with a continuous improvement mindset. Experience with ServiceNow or similar ITSM platforms
.
Demonstrated ability to influence across large, diverse organizations without direct authority.
Expected to lead during critical incidents, including
off-hour
escalations as needed.
WHY WORK AT ENTEGRIS? Lead. Inspire. Innovate. Define Your Future.
Not everyone who works for a global company shares the same background,
experiences
and perspectives. We
leverage
the differences of our employees to bring
new ideas
to the table. Every employee throughout the company is encouraged to share input on projects and initiatives. Our decision-making process is truly a collaborative effort as we realize there are leaders at every level of the organization. We put our values at the core of how we
operate
as an organization - not just when
it's
convenient, but in a lasting and meaningful way. We want the time and energy you spend here to have a positive impact on your life inside and outside of the office.
WHAT WE OFFER: Our total rewards package goes
above and beyond
just a paycheck. Whether
you're
looking to build your career, improve your health, or protect your wealth, we offer generous benefits to help you achieve your goals. Compensation: $124,000 - $165,000 per year range with actual pay dependent on candidate overall skills for the role Annual bonus eligibility Progressive paid time off policy that empowers you to take the time you need to recharge Generous 401(K) plan with an impressive employer match with no delayed vesting Excellent health, dental and vision insurance packages to fit your needs Education
assistance
to support your learning journey A values-driven culture with colleagues that rally around People, Accountability, Creativity and Excellence Entegris
does not provide immigration-related sponsorship for this role. Do not apply for this role if
you will
need Entegris immigration sponsorship (e.g., H1B, TN, STEM OPT, etc.) now or in the future. At Entegris we are committed to
providing
equal opportunity
to
all employees and applicants. Our policy is to recruit, hire, train, and reward employees for their individual abilities, achievements, and experience without regard to race, color, religion, sexual orientation, age, national origin, disability, marital or military status.
#J-18808-Ljbffr