Incident Management Specialist, ITIL

Right to hire, REMOTE with a large investment firm.  No third parties please

Specialist, Service Management

Job Overview
We are looking for a Service Management Specialist to join our Incident Management team within the Operations Control Center (OCC). The OCC is the organizational unit responsible for Incident, Problem, Event, and Change functions. The Service Management Specialist will work with technical and operations contacts across the enterprise on high priority enterprise technology incidents.

The ideal candidate is highly skilled in facilitating major incident resolution, direct cause analysis and continuous improvement with an enterprise technology focus.

Key Responsibilities

" Facilitate root cause analysis and identification of corrective and preventative actions on high priority and complex enterprise IT incidents
" Coordinate cross functional teams via calls or virtual tools to document ownership and status of root cause investigation and action plans
" Ensure documentation of business impact on problem records
" Contribute to communications and documentation for an executive level
" Exercise independent judgement within process on assessment of risk and escalations
" Participate in major incident review meetings
" Contribute to analysis of incident and problem trends and identify proactive opportunities for continuous improvement for communication to stakeholders
" Contribute to OCC process improvement efforts leveraging Agile framework

Job Qualifications
" Bachelor's degree in technology related field or equivalent experience
" 5-7 years' experience in working in application or infrastructure related technology roles or technology risk or controls functions
" Demonstrated communication, problem solving, writing, and analytical skills
" Practical understanding of technology stacks including cloud services and core infrastructure components (including network, application architecture, and security tools)
" Ability to translate technical concepts to non-technical audiences
" Ability to influence outcomes and results in situations where technical decisions are owned by various others
" Demonstrated prioritization skills when managing multiple competing priorities
" Understanding of ITIL principles (ITIL v3 or above Foundations a plus)
" Ability to gather, report on, metrics for use in Service Management or continuous improvement
" Familiarity with Agile methodologies is a plus
" Working knowledge of tools utilized in Service Management delivery a plus including ServiceNow, Jira, Dynatrace

Hourly rate range is $50-55/hr +

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