Note: The job is a remote job and is open to candidates in USA. ICONMA is an IT Services and Consulting company seeking a Senior Program Manager for their remote location. The role involves aligning disparate initiatives, managing incidents and problems, and ensuring operational excellence through metrics and governance frameworks.

Responsibilities

• Ability to align disparate initiatives into a single execution model, Strong escalation management and decision facilitation
• Incident & Problem Management Domain Expertise - Understanding of: Incident lifecycle (triage → response → closure → PIR), Problem management (RCA, corrective actions, governance). Familiarity with: Incident Management operating models, Severity models, SLAs, and response structures
• Operational Excellence & Metrics Focus - Strong ownership of: MTTR reduction strategies, TTN / communications SLAs, KPI/OKR tracking and reporting. Ability to translate metrics into execution actions and accountability
• Governance, Risk, and Control Discipline- Experience building program governance frameworks (RAIDD, SteerCo, reporting), structured decision-making and approvals. Ability to enforce process standardization and accountability across workstreams
• Cross-Functional Stakeholder Management (Executive Level) - Proven ability to manage, senior leaders (SVP/VP level), technical teams (SRE, engineering), and client-facing organizations. Strong executive communication
• Complex Systems & Tooling Awareness - Familiarity with ServiceNow / ITSM ecosystems, CMDB strategy and dependencies, and monitoring / alerting tools and integration patterns. Ability to understand dependencies across platforms and workflows

Skills

• Ability to align disparate initiatives into a single execution model, Strong escalation management and decision facilitation
• Incident & Problem Management Domain Expertise - Understanding of: Incident lifecycle (triage → response → closure → PIR), Problem management (RCA, corrective actions, governance). Familiarity with: Incident Management operating models, Severity models, SLAs, and response structures
• Operational Excellence & Metrics Focus - Strong ownership of: MTTR reduction strategies, TTN / communications SLAs, KPI/OKR tracking and reporting. Ability to translate metrics into execution actions and accountability
• Governance, Risk, and Control Discipline- Experience building program governance frameworks (RAIDD, SteerCo, reporting), structured decision-making and approvals. Ability to enforce process standardization and accountability across workstreams
• Cross-Functional Stakeholder Management (Executive Level) - Proven ability to manage, senior leaders (SVP/VP level), technical teams (SRE, engineering), and client-facing organizations. Strong executive communication
• Complex Systems & Tooling Awareness - Familiarity with ServiceNow / ITSM ecosystems, CMDB strategy and dependencies, and monitoring / alerting tools and integration patterns. Ability to understand dependencies across platforms and workflows
• 5 Years of Experience
• Program Management
• Project stockholder Management
• Domain knowledge

Benefits

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities

Company Overview