Sectra is looking for an Incident and Problem Lead to join our US Service Enablement team, reporting to the Customer Support Manager. This role is ideal for someone with experience in IT service management who enjoys taking ownership of processes, guiding cross-functional teams, and turning operational insights into practical improvements.
As Incident and Problem Lead, you'll shape how Sectra US manages major incidents, recurring problems, customer escalations, hypercare, and monitoring and event management. You'll establish clear ways of working, help teams adopt them consistently, and drive improvements that strengthen service quality and customer confidence.
This is an opportunity to support the reliability of healthcare technology that clinicians depend on every day, helping our teams respond effectively when issues arise and prevent them from recurring.
What You'll Do- Own and develop US processes for major incident handling, problem management, customer escalations, hypercare, and monitoring and event management, aligning with global standards while addressing US needs.
- Establish clear communication, escalation paths, roles, and accountability so major incidents are handled effectively and consistently across customer-facing teams and the ServiceDesk.
- Lead problem management initiatives, using trend analysis and root cause investigation to identify corrective actions and prevent recurring issues.
- Define how teams manage customer escalations and hypercare, including periods of heightened support following implementations or significant service issues.
- Drive adoption of monitoring and event management practices that help teams identify, assess, and respond to service issues.
- Monitor how teams follow established processes, identify gaps, and work with relevant leaders to address them.
- Develop and maintain clear, accessible process documentation and deliver sessions that introduce and reinforce ways of working.
- Analyze operational data and gather feedback to identify opportunities to improve service quality, efficiency, and consistency.
- Partner with Engineering, Customer Operations, Cloud, and Service Enablement to strengthen operational readiness and coordination.
- Represent Sectra US in global process discussions and improvement initiatives, communicating relevant outcomes and decisions to the Customer Support Manager.
- Identify opportunities to use automation and new technology to improve support processes.
- Participate in internal and external audits related to support processes and quality systems.
- Support additional operational initiatives and projects as business needs evolve.
Required Qualifications- Bachelor's degree in Information Technology, Information Systems, a related field, or equivalent professional experience.
- Experience in IT service management, technical support operations, or enterprise software service delivery.
- Experience coordinating major incidents, managing customer escalations, or leading problem management activities.
- Understanding of incident management, problem management, root cause analysis, and corrective action practices.
- Experience developing, documenting, and improving processes across multiple teams.
- Strong analytical and critical thinking skills, with the ability to translate operational data into practical improvements.
- Excellent written and verbal communication skills, including the ability to communicate clearly during complex or time-sensitive situations.
- Ability to influence and coordinate stakeholders across teams without relying on direct reporting relationships.
- Strong organizational skills, sound judgment, and the ability to manage competing priorities.
- Willingness to work occasionally outside standard business hours to support critical incidents and operational needs.
- Willingness to travel up to 25%, including domestic and international travel.
- Fluent in English.
Preferred Qualifications- ITIL certification or practical experience applying ITIL service management principles.
- Experience supporting healthcare technology, enterprise imaging, or other systems used in environments where service availability is critical.
- Experience with monitoring and event management, hypercare, or service transition activities.
- Familiarity with IT service management platforms, reporting tools, and operational dashboards.
- Experience using automation to improve service workflows and process consistency.
- Experience working across regional and global teams to implement shared standards.
- Experience participating in audits or maintaining documentation within a quality management system.
Other InformationWe recruit on an ongoing basis, and the goal is for the right candidate to start as soon as possible.
The salary range for this position is $95,000-$125,000, based on experience and qualifications.
Sectra provides a competitive total rewards package including comprehensive benefits, a retirement plan with matching, and career development programs.
