Incident, Problem, Event, Knowledge Manager at Teksystems Global Services LLC

, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

04 Jul, 26

Salary

75.0

Posted On

05 Apr, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, Itil, Problem Management, Root Cause Analysis, Itsm, Troubleshooting, Servicenow, Ivanti, Governance, Major Incident Management, Event Management, Knowledge Management, Sla Management, Process Improvement, Reporting, Leadership

Industry

IT Services and IT Consulting

Description

Description Our client is seeking a ITSM Governance Lead to own and mature Incident Management (including Major Incident governance), Problem Management, Event Management, and Knowledge Management. This is a governance and process‑ownership role, not a service desk management position. The role defines standards, enforces accountability, and drives maturity across Tier 1–Tier 4 IT support teams, while operational teams remain under separate management. Key Responsibilities: Incident & Major Incident Governance • Own and govern the Incident Management process, including priority definitions (P1–P4), SLAs, and lifecycle standards • Lead the Major Incident Management framework, including: o Activation criteria o Command structure o Executive communication standards o Post Incident Reviews (PIRs) • Act as the senior escalation point during Major Incidents • Ensure incidents are correctly logged, classified, escalated, and closed Problem Management • Design and implement a formal Problem Management capability • Define and enforce root cause analysis (RCA) standards • Ensure PIR outputs feed into Problem records and corrective actions • Identify recurring incident trends and drive structural fixes Event Management • Define Event Management scope and standards • Improve alert to incident practices over time • Work toward reducing false positives and improving signal quality Knowledge Management • Design and govern Knowledge Management standards • Ensure knowledge articles are created from incident resolution and PIRs • Define article lifecycle, quality standards, and governance model Maturity Uplift & Governance • Lead maturity uplift from “crawl” to “walk” within the first year • Develop roadmaps and phased implementation plans • Enforce standards across IT teams without direct authority • Train teams on new processes and expectations Reporting & Leadership Engagement • Produce KPI and SLA reporting for IT leadership • Surface non compliance, gaps, and risks through governance channels • Represent all four value streams in operational and governance forums Skills Incident management, Itil, Problem management, Root cause analysis, Itsm, Troubleshooting, Servicenow, ivanti Top Skills Details Incident management,Itil,Problem management,Root cause analysis,Itsm Additional Skills & Qualifications Nice‑to‑Have: Experience in regulated or compliance‑driven environments Exposure to enterprise ITSM platforms (tool‑agnostic) Personal Attributes Critical for Success: High emotional intelligence and composure Patient, persistent, and unflappable Comfortable challenging non‑compliance professionally Pragmatic change agent (incremental improvement over sweeping change) Respected for experience, judgment, and consistency Certifications ITIL certification preferred but not mandatory Experience Level Expert Level Job Type & Location This is a Contract to Hire position based out of Spring, TX. Pay and Benefits The pay range for this position is $65.00 - $75.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Spring,TX. Application Deadline This position is anticipated to close on Apr 7, 2026. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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Responsibilities

The role involves governing and maturing Incident, Problem, Event, and Knowledge Management processes across IT support teams. You will define standards, enforce accountability, and lead maturity uplift initiatives while acting as a senior escalation point for major incidents.