Major Incident & Problem Governance Lead

Job Description Role Overview: As the Major Incident & Problem Governance Lead at Hubbell Incorporated, your primary responsibility is to design and govern the Major Incident Management process. You will ensure that well-documented, clearly defined, and well-tested processes exist for execution during critical events. Your role involves facilitating structured incident command, clear and consistent communications, and rapid response during high-impact outages. Additionally, you will lead problem management by coordinating root cause analysis, post-incident reviews, and tracking corrective actions. You will work closely with observability and application portfolio management team members to ensure information and metrics are readily available for decision-making during high-impact events. Continuous improvement is a key aspect of your role, where you will identify patterns, improve response processes, evaluate operational readiness, and contribute as an advisor on the change advisory board for change governance. Key Responsibilities: - Own the design and governance of the Major Incident Management process. - Facilitate structured incident response and communications during high-impact events. - Ensure playbooks, escalation paths, and severity models are well documented and followed. - Govern incident triage activities, accurately assess severity and business impact (P1/P2 classification), and ensure timely, standardized communications to stakeholders, including executive leadership updates. - Ensure major incident readiness exercises (e.g., dry runs, tabletop simulations) are conducted regularly by responsible teams and outcomes are reviewed for process improvement. - Own the Problem Management lifecycle: Facilitate Root Cause Analysis (RCA), documenting lessons learned, and tracking permanent corrective actions (PCAs) to completion. - Own and configure incident tooling (PagerDuty), ensuring usage aligns with governance models. - Analyze incident trends and patterns to identify service improvement opportunities. - Act as an advisor in CAB to flag recurring incident risks and change-related problems. - Drive continuous improvement across incident, problem, and readiness practices. Qualification Required: - 7+ years of experience in IT operations, incident management, or ITSM governance roles. - Proven ability to lead crisis events and facilitate post-incident reviews. - Strong knowledge of ITIL practices, especially Incident and Problem Management. - Hands-on experience with incident tooling, such as PagerDuty. - Excellent cross-functional coordination, communication, and documentation skills. - Exceptional written and verbal communication skills essential for managing incident command scenarios and delivering clear business-level reporting. - Strong process orientation and analytical capability to drive and track RCA and continuous improvement programs. - ITIL Foundation certification required; advanced ITSM credentials preferred. Role Overview: As the Major Incident & Problem Governance Lead at Hubbell Incorporated, your primary responsibility is to design and govern the Major Incident Management process. You will ensure that well-documented, clearly defined, and well-tested processes exist for execution during critical events. Your role involves facilitating structured incident command, clear and consistent communications, and rapid response during high-impact outages. Additionally, you will lead problem management by coordinating root cause analysis, post-incident reviews, and tracking corrective actions. You will work closely with observability and application portfolio management team members to ensure information and metrics are readily available for decision-making during high-impact events. Continuous improvement is a key aspect of your role, where you will identify patterns, improve response processes, evaluate operational readiness, and contribute as an advisor on the change advisory board for change governance. Key Responsibilities: - Own the design and governance of the Major Incident Management process. - Facilitate structured incident response and communications during high-impact events. - Ensure playbooks, escalation paths, and severity models are well documented and followed. - Govern incident triage activities, accurately assess severity and business impact (P1/P2 classification), and ensure timely, standardized communications to stakeholders, including executive leadership updates. - Ensure major incident readiness exercises (e.g., dry runs, tabletop simulations) are conducted regularly by responsible teams and outcomes are reviewed for process improvement. - Own the Problem Management lifecycle: Facilitate Root Cause Analysis (RCA), documenting lessons learned, and tracking permanent corrective actions (PCAs) to completion. - Own and configure incident tooling (PagerDuty), ensuring usage aligns with governance models. - Analyze incident trends and patterns to identify service improveme