ITSM Incident & Problem Manager
ConveraSanta Ana, California, United States
Posted May 25, 2026
Full Time
About the Company
Convera is the largest non-bank B2B cross-border payments company in the world, leveraging decades of industry expertise and technology-led payment solutions to deliver smarter money movements to customers.
Job Description
The ITSM Incident & Problem Manager will be responsible for managing high-severity incidents and business-impacting events, enforcing ITIL-aligned Incident and Problem Management practices, and overseeing service availability and reliability. The role requires 3-6 years of experience in Incident Management, Major Incident/Command Center operations, and production operations or site reliability support. The ideal candidate will have strong analytical skills, exceptional communication and facilitation skills, and the ability to operate decisively in high-pressure situations.
Requirements
- 3–6 years of experience in Incident Management
- Major Incident / Command Center operations
- Production operations or site reliability support
- Proven experience managing high-severity incidents in 24×7 environments
- Demonstrated ownership of service reliability and operational KPIs
- Strong working knowledge of ITIL / ITSM frameworks
- Deep hands-on experience with Incident Management, Major Incident workflows, and Problem Management
- Experience enforcing ITSM discipline across distributed technology teams
Benefits
- Market competitive salary
- Great career growth and development opportunities in a global organization
- Hybrid schedule with 2 in the office per week
- Generous insurance (health, disability, life)
- Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption)
- Paid volunteering opportunities (5 days per year)