Corporate Vice President, ITSM Major Incident & Problem Manager Greater New York City, NY Area

The Company is seeking a Corporate Vice President to lead IT service management for major incidents and related problems. The role oversees the full incident lifecycle, from identification and response coordination through service restoration, stakeholder communications, and post-incident reviews, while working to reduce resolution times and minimize disruption. Responsibilities also include governing root-cause analysis, coordinating corrective actions, improving processes and tools, and managing problem investigations through resolution. The role maintains incident records and performance reporting, including metrics for stakeholder governance. Candidates should have experience in incident management or a related field, strong knowledge of IT infrastructure, applications, services, and ITSM processes, and a bachelor’s degree in information technology, computer science, or a related field. They should be able to lead cross-functional teams under pressure, communicate technical information clearly to varied audiences, and apply strong analytical, organizational, and problem-solving skills. Experience analyzing incident, change, and event data to identify patterns and prevent recurrence is important. ITIL certification, familiarity with ITSM tools, predictive analytics, AI-enabled incident management, and IT operations or infrastructure management are preferred.

Hiring Company

New York Life Insurance Company