Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

***Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time, including CPT/OPT.***

Position Summary

We are seeking a seasoned and proactive Manager of Incident and Problem Management to lead the teams responsible for restoring normal IT service operations as quickly as possible and for identifying and eliminating root causes of recurring issues.  This role ensures the stability and resilience of our IT services through structured, data-driven, and collaborative approaches to incident and problem management.

The successful candidate will lead cross-functional efforts to minimize the impact of IT disruptions, implement best practices, and drive continuous improvement in service reliability and performance.

What you will do:

• Lead the Incident Management team and process in coordinating the resolution of high-impact IT incidents within agreed SLA/SLO targets including timely escalation and communication to stakeholders
• Oversee root cause analysis (RCA) and ensure implementation of long-term corrective actions
• Facilitate post-incident reviews and ensure documentation of root cause, mitigation steps, and lessons learned.

• Manage and provide leadership, coaching and professional development for the Problem Management team to proactively identify trends and recurring issues.
• Maintain and improve the Known Error Database (KEDB) and problem records.
• Ensure collaboration with Change, Configuration, and Release Management teams to prevent future incidents.

• Drive continual service improvement (CSI) by identifying performance gaps and recommending enhancements.
• Develop and report on key performance indicators (KPIs) and metrics to measure the effectiveness of incident and problem management.
• Work with business and technical stakeholders to align service management objectives with organizational goals.

What you will bring:

• 7+ years of experience in IT Service Management with a leadership role overseeing incident and/or problem management.
• Strong understanding of ITSM frameworks and tools (ServiceNow – required).
• Proven experience managing high-severity incidents and leading RCA processes.
• Excellent communication, conflict resolution, and stakeholder management skills.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.

What will set you apart:

• Bachelor’s degree in Computer Science, Information Systems, or related field
•  ITIL certification (preferred).

This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications of the job.  The employer has the right to revise this job description at any time.   You will be evaluated in part based on your performance of the responsibilities and/or tasks listed in this job description.   You may be required perform other duties that are not included on this job description.  The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

What we offer you

We offer an array of diverse and inclusive benefits regardless of where you are in your career. We believe that providing our employees with the means to lead healthy balanced lives results in the best possible work performance.

• Medical, dental, vision and life insurance
• Retirement savings – 401(k) plan with generous company matching contributions (up to 6%), financial advisory services, potential company discretionary contribution, and a broad investment lineup
• Tuition reimbursement up to $5,250/year
• Business-casual environment that includes the option to wear jeans
• Generous paid time off upon hire – including a paid time off program plus ten paid company holidays and three floating holidays each calendar year
• Paid volunteer time — 16 hours per calendar year
• Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA)
• Business Resource Groups (BRGs) - internal networks that rally around common interest, experiences and identities such as race, ethnicity, gender, ability, military status and sexual orientation. BRGs play a vital role in educating and engaging our people and advancing our business priorities.

Base Salary Range

The salary range above shows the typical minimum to maximum base salary range for this position in the location listed. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation offered may vary from posted hiring range based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.

Equal opportunity employer •  Drug-free workplace

We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics, are encouraged to apply.  All qualified applicants will receive consideration for employment without regard to age (40 and over), race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law. 

***For remote and hybrid positions you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to work with limited disruption. You must have reliable connectivity from an internet service provider that is fiber, cable or DSL internet. Other necessary computer equipment, will be provided. You may be required to work in the office if you do not have an adequate home work environment and the required internet connection.***

Job Posting End Date at 12:01 am on: