The Director of IT Incident and Problem Management is a senior leader responsible for shaping and transforming incident and problem management to a predictive and proactive discipline. You will drive a proactive, agile approach to incident response, building and leveraging AI-driven insights to enhance responsiveness and operational efficiency. Your leadership will underpin our pivot from a product to a platform-focused service, ensuring seamless, resilient service delivery that meets our high standards for reliability and customer satisfaction.
As a forward-thinking leader, you will balance traditional ITIL frameworks with modern tools and practices, such as incident.io and FireHydrant, and embed accountability across engineering and operational teams. You will work closely with cross-functional stakeholders including Engineering, Product, and Customer Support to ensure that incidents are resolved promptly and root causes are addressed comprehensively, with the overarching goal of minimizing business impact. The above salary range represents Smarsh's good faith and reasonable estimate of the range of possible base compensation at the time of posting.
Any applicable bonus programs will be discussed during the recruiting process.
The salary for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, location, specialty and training. Local cost of living assessments are done for each new hire at the time of offer.