Corporate Vice President, ITSM Senior Problem Analyst Greater New York City, NY Area

The Company is seeking a Corporate Vice President, ITSM Senior Problem Analyst to lead problem management from identification and prioritization through root-cause analysis, corrective action, and resolution. The role will coordinate major incident response, including cross-functional teams, response bridges, escalations, and timely stakeholder communications. Responsibilities include leading post-incident reviews and Problem Advisory Board meetings, tracking ownership and actions, and producing governance reports and performance metrics. The analyst will also improve incident management processes and tools to reduce resolution times, prevent recurrence, and minimize service disruption. Candidates should have a bachelor’s degree in Information Technology, Computer Science, or a related field, along with experience in incident management and a strong understanding of ITSM processes and frameworks. They should bring knowledge of technology infrastructure, applications, and services; strong analytical skills; and the ability to coordinate teams and communicate complex technical issues clearly under pressure. Experience analyzing incident, change, and event data to identify patterns and preventive measures is important. ITIL certification, familiarity with ITSM tools, and experience with predictive analytics, AI-enabled incident management, and infrastructure operations are preferred.

Hiring Company

New York Life Insurance Company