The Incident & Problem Management Specialist is responsible for identifying, managing, and resolving both immediate service disruptions ("incidents") and the underlying root causes of those issues ("problems") with the objective of preventing Incidents from happening, and to minimize the impact of Incidents that cannot be prevented.  Actively works to ensure and monitor actions are being taken to anticipate, investigate, prioritize and resolve problems in systems and services. Where problems cannot be readily resolved, they will research to find suitable work arounds to prevent an impact to the business.  Coordinates with internal Subject Matter Experts (SME) to ensure priority problems are addressed in a timely manner.  Provides regular communication on problem status to the business and other internal technical teams.

Primary Responsibilities:

Incident & Problem Management

• Serve as the primary escalation point for critical incidents, ensuring prompt response and coordination.
• Lead post-incident reviews, document findings, and drive corrective action plans.
• Oversee problem management efforts, ensuring proper assignment and resolution of problem records.
• Develop and maintain incident response processes, working with teams to address inefficiencies.
• Ensure timely communication of critical incident status updates to stakeholders.
• Coordinate and manage service restoration efforts for high-impact incidents.
• Conduct root cause analyses (RCAs) for major incidents and drive process improvements.
• Work closely with internal teams and external vendors to enforce service level agreements (SLAs).
• Actively identify trends from incidents and work to prevent future issues before they occur

Monitoring & Ticket Management

• Review incoming support requests and ensure issues are properly documented and assigned.
• Monitor key support queues and follow up on outstanding issues to prevent delays.
• Maintain accurate tracking of incidents, problems, and service requests in Jira.
• Identify recurring incidents and collaborate with teams to implement long-term solutions.

Release & Transition Support

• Track and manage release-related incidents and ensure a smooth transition post-deployment.
• Assess one-off issues to determine if they require further investigation or a permanent fix.
• Ensure proper tracking and resolution of errors from automated monitoring systems.

Stakeholder Communication & Leadership

• Facilitate regular incident review meetings to provide updates and discuss resolutions.
• Document and escalate risks as needed to ensure timely mitigation.
• Work with leadership to summarize key incidents and trends for reporting purposes.

Documentation & Knowledge Management

• Maintain up-to-date incident management procedures and process documentation.
• Develop and update knowledge base articles to improve response times and reduce recurring incidents.
• Promote knowledge-sharing and process improvements across teams.

Competencies/Critical Skills:

• Strong knowledge of IT service management (ITSM) principles and best practices.
• Proficiency with Jira, Confluence, and other service management tools.
• Excellent communication and leadership skills, with the ability to drive process improvements.
• ITIL or COBIT certification preferred.
• Understands business process to ensure needs are being met.
• Problem solving ability to follow an issue through to its logical conclusion escalating when necessary.
• Extremely organized and priority driven to be able to manage multiple tasks and competing priorities effectively.
• Communicate effectively in written and oral form with peers, senior team members, and internal customers.
• Strong technical troubleshooting and analysis abilities to manage problem lifecycle.
• Ability to liaison between technical teams and end users by disseminating the information in a method that the user community can understand.

Experience and Qualifications:

Required:

• 3 to 5 years of experience in equivalent position
• Strong communication skills
• Strong analytical and technical knowledge
• Ability to Prioritize without direct supervision

Preferred:

• Technical documentation
• Bachelor’s degree
• ITIL certification
• Experience in Agile/Scrum environments
• Experience with Jira and Confluence 

 

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