Note: The job is a remote job and is open to candidates in USA. The hiring client is a confidential global financial services organization. The role leads incident and problem management in a complex technology environment, coordinating technical teams, driving resolution, and improving IT service management processes.
Responsibilities
- Ensure incidents are managed through to resolution as quickly as possible through effective coordination of resources, appropriate escalation, and facilitation of meetings
- Ensure problems are managed through to resolution using structured problem management practices, effective coordination, and stakeholder engagement
- Collaborate with IT service owners and support teams to conduct root cause analysis, develop corrective action plans, and drive completion of remediation activities
- Identify opportunities to enhance and mature Incident and Problem Management processes through reviews, lessons learned, and continuous improvement initiatives
- Facilitate post-incident and problem review meetings, document outcomes, and develop implementation plans to mitigate future risks
- Develop, document, and implement new or revised procedures based on operational findings, performance metrics, and process improvement opportunities
- Maintain a comprehensive understanding of technology operations, service delivery processes, and supporting infrastructure
- Track and communicate incident and problem management metrics, trends, and recommendations to stakeholders and leadership
Skills
- 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
- A minimum of six (6) years of experience in incident management, problem management, root cause analysis, or a related IT operations function
- A minimum of ten (10) years of experience utilizing negotiation, influencing, facilitation, and stakeholder management skills within business or IT environments
- Demonstrated success implementing process improvements and driving operational efficiencies
- Proven ability to build collaborative relationships with business stakeholders, technology teams, vendors, and leadership at all organizational levels
- Experience working with modern enterprise technologies, including system support, administration, or solution design
- Experience using **ServiceNow** or other IT Service Management (ITSM) platforms
- Strong organizational, planning, analytical, and problem-solving skills
- **ITIL Foundation** certification and practical knowledge of IT Service Management practices, with a strong focus on Incident and Problem Management
- Exceptional attention to detail and the ability to identify, analyze, and resolve complex issues
- Strong technical aptitude and an understanding of IT service delivery and operational support functions
- The ability to translate complex technical concepts into clear, organized, and actionable information for diverse audiences
- Excellent verbal and written communication skills, including experience presenting and facilitating discussions with technical and non-technical stakeholders
- Strong interpersonal skills with experience engaging engineers, architects, developers, operational teams, and senior leaders
- The ability to effectively manage relationships and navigate challenging situations in a fast-paced environment
- The ability to remain calm and make sound decisions under pressure during critical incidents
- A positive, proactive, and customer-focused approach
- Ability to work effectively within an agile and collaborative work environment
- ITIL Foundation certification required
- Strong experience in IT Service Management, including Incident, Problem, and Change Management
- Familiarity with enterprise-scale business applications, technology platforms, and support models
- Intermediate proficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint
- Experience working in large, complex, and highly regulated technology environments
Benefits
- Medical, Vision, and Dental Insurance Plans
- 401k Retirement Fund
- Remote work
Company Overview