Job Summary:
THE ROLE The Problem & Incident Management Lead is responsible for the governance, execution, and continuous improvement of enterprise Incident Management and Problem Management processes. This role ensures rapid restoration of services during operational disruptions while driving structured root cause analysis (RCA), post-incident review (PIR), and long-term corrective actions to improve system stability and operational resilience.
The role serves as the central operational lead during major incidents, coordinating technical teams, business stakeholders, communications, escalations, and recovery efforts in alignment with enterprise service management standards and ITIL best practices.
WHAT THIS ROLE WILL DO Incident and Problem Management: - Own and manage the end-to-end Incident Management and Problem Management lifecycle across the organization.
- Lead the response and coordination of major incidents to ensure timely service restoration and minimal business disruption.
- Act as Incident Commander during high-severity incidents, coordinating technical teams and executive communications.
- Ensure adherence to incident escalation procedures, communication protocols, and operational governance standards.
- Facilitate operational bridges, incident triage sessions, and stakeholder updates during critical outages.
- Manage enterprise problem records, ensuring underlying root causes are identified and resolved.
- Drive proactive problem management initiatives to reduce recurring incidents and operational risk.
- Maintain incident and problem management documentation, standards, and process workflows.
- Develop and monitor operational KPIs, SLAs, trends, and reporting dashboards.
- Partner with engineering, infrastructure, security, and support teams to implement preventive controls and service improvements.
- Ensure effective utilization of ITSM platforms such as ServiceNow, Zendesk, Jira Service Management, or equivalent tools.
- Drive continuous improvement initiatives across incident response, escalation management, and operational resilience programs.
Post-Incident Review (PIR) & Root Cause Analysis (RCA)- Lead all Post-Incident Review (PIR) sessions following high-impact incidents and service outages.
- Conduct structured Root Cause Analysis (RCA) using methodologies such as 5 Whys, Fishbone Analysis, or Fault Tree Analysis.
- Ensure detailed documentation of incident timelines, contributing factors, corrective actions, and lessons learned.
- Drive accountability for remediation tasks, preventive actions, and long-term service improvements.
- Identify systemic weaknesses, operational gaps, and process failures contributing to recurring incidents.
- Present incident findings, risk exposure, and mitigation recommendations to leadership and stakeholders.
- Track completion of corrective and preventive actions to closure.
- Establish a culture of operational learning, resilience, and continuous service improvement.
- Develop trend analysis reporting to identify recurring operational issues and opportunities for automation or optimization.
WHAT THIS PERSON WILL BRING:- 5+ years of experience in Incident Management, Problem Management, IT Service Management (ITSM), or Service Operations.
- Proven experience leading major incident response and post-incident review processes.
- Strong understanding of ITIL Incident Management and Problem Management frameworks.
- Hands-on experience with ITSM tools such as ServiceNow, Zendesk, Jira Service Management, or equivalent.
- Experience coordinating cross-functional technical teams during critical operational incidents.
- Excellent leadership, facilitation, communication, and stakeholder engagement skills.
- Major incident management and operational leadership
- Problem management and root cause analysis expertise
- Strong communication and stakeholder management skills
- Decision-making under pressure
- Process governance and ITSM operational excellence
- Analytical reporting and KPI management
- Cross-functional coordination and facilitation
- Continuous improvement and operational resilience mindset
- ITIL4 Foundation or ITIL Managing Professional certification nice to have
- Certified Incident Manager (CIM) nice to have
- Certified Problem and Change Manager (CPCM) nice to have
- ITSM Implementation certification nice to have
Schedule RequirementsBENEFITS & PERKSOur motto is 'Taking Care of Our Own' through 6 pillars of benefits:
- HEALTH: Medical, vision, dental and mental health benefits for you and your family, with access to a health care concierge, and Flexible or Health Savings Accounts (FSA or HSA)
- YOURSELF: Free concert tickets, generous paid time off including paid holidays, sick time, and personal days
- WEALTH: 401(k) program with company match, stock reimbursement program
- FAMILY: New parent programs including caregiver leave, plus fertility, adoption, foster, or surrogacy support
- CAREER: Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment
- OTHERS: Volunteer time off, crowdfunding match
HIRING PRACTICESThe preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Live Nation recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Live Nation may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.
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The expected compensation for this position is:
$80,000.00 USD - $100,000.00 USD
** Pay is based on a number of factors including market location, qualifications, skills, and experience.
Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.
