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Cencora Logo Cencora · IT - Administration

Enterprise Major Incident & Problem Management Analyst

Lithuania, Vilnius 3129.79 - 4471.10 EUR / Month · Job Posted February 20, 2026
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Job Description

The Major Incident and Problem Manager plays a critical role in managing and resolving major incidents and problems within the IT infrastructure. This position requires working closely with executive leadership to ensure the effective handling of incidents, minimizing impact on business operations, and driving continuous improvement in incident management processes. Within our organization we facilitate and run Major Incident calls in a commander role capacity.

Job Responsibility

  • Own the Major Incident (MI) process end-to-end: declare/confirm major incidents, assign severity/priority, maintain command and control, keep a clear action plan, track owners/timelines, remove blockers, and ensure operational discipline to drive restoration of service
  • Communications Management: provide timely, accurate updates (internal and external as required), manage executive briefings, and set stakeholder expectations
  • Tooling and Documentation: ensure incidents are logged correctly in ITSM tools, with accurate timestamps, actions, and evidence. Track and report MI KPIs, trends, and improvement outcomes
  • Collaborate with Executive Leadership: Work closely with senior management to align incident management strategies with business goals
  • Service Improvement: identify recurring issues, process gaps, and automation opportunities
  • recommend and drive MI process improvements
  • Problem Management Handoff: ensure follow-up work is created, prioritized, and tracked (problem records, corrective actions, risk acceptance where needed)
  • Problem Management: ensure problems are logged, categorized, prioritized, and progressed through to closure. Perform root cause analysis to prevent future incidents
  • After-hours/On-call Participation: Participate in out-of-business-hours support duties as part of an on-call rotation schedule

Requirements

  • Bachelor's or Master's Degree in Computer Science, Information Systems, Business Administration, or related field
  • or equivalent work experience
  • ITIL4 certified is a plus
  • Major Incident Management expertise: strong command of ITIL/ITSM concepts (incident, major incident, problem, change) and service restoration focus
  • Problem Management & RCA awareness: understanding of PMIR/RCA practices (5 Whys methodology) and how to translate incidents into corrective/preventive actions
  • Change/release awareness: ability to identify change-related outages, enforce change controls during recovery, and coordinate rollback/failover decisions
  • Customer/service mindset: focus on restoring critical services, minimizing impact, and supporting business continuity
  • Operational leadership under pressure: ability to take command, structure a response quickly, and drive multiple teams to resolution
  • Technical breadth: working knowledge across infrastructure, networks, cloud, end-user, applications, databases, and integrations (enough to triage and challenge effectively)
  • Crisis communication: Excellent written and verbal communication skills
  • Tooling proficiency: ITSM platforms (e.g., ServiceNow, JIRA Service Management), alerting/monitoring, collaboration tools (MS Teams/Zoom), and status page workflows
  • Resilience and flexibility: this role may require working outside usual business hours (including on-call/after-hours) and remaining calm and effective during high-impact outages

What we offer

  • competitive annual bonus
  • life insurance from Day 1
  • best-in-class health insurance package
  • up to 6 fully paid benefit days a year
  • referral bonus scheme
  • boundless learning opportunities
  • global Employee Assistance Program
  • office location in Quadrum equipped with everything you need for a small break at work and fresh snacks at all times
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