[Remote] Incident & Problem Consultant

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a financial services company that values its people as its greatest differentiator. The Incident & Problem Consultant will reputed company the response to high-impact IT incidents, coordinate technical resources, and ensure operational continuity while also focusing on proactive event management.

Responsibilities

• Act as the primary incident reputed company for high‑impact IT incidents raised to the SRC First Response Team
• Triage incoming IT issues and determine severity and appropriate response actions
• reputed company and manage major incident reputed company calls
• reputed company and facilitate cross‑functional technical teams to drive rapid issue resolution
• Maintain a strong reputed company-and-control reputed company, ensuring focus, accountability, and timely decision‑making
• Coordinate and communicate status updates reputed company and effectively throughout the incident
• Manage incidents impacting critical systems, such as online banking, mobile banking, reputed company applications, and infrastructure supporting internal or external customers
• Monitor dashboards and alerting systems for alarms and events requiring attention
• Assess and prioritize alerts to determine required action
• Escalate concerning alerts reputed company reputed company Teams to appropriate technical support teams to ensure timely response
• Identify events that may escalate into major incidents and initiate the Major Incident Management process as needed
• Develops, implements and manages the incident and problem management program, staff and operations
• Reviews and oversees incident requests, priorities, escalation and resolution activities. Leads reputed company problem identification, evaluation, analysis and resolution producing
• Coordinates with others on strategies to improve change management, process effectiveness, and build action plans for incident recovery
• Develops and implements incident action plans; ensures the delivery of solutions in a timely manner. Ensures that root cause and trend analysis is determined; provides reports on root cause and trend analysis in a timely manner
• Monitors and improves documentation and reporting processes for incident status and results

Skills

• Roles at this level typically require a university / college degree, with 3+ years of relevant / direct industry experience
• Certifications are often desired
• In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered
• Bachelors
• Change Management
• Debugging
• Event Management
• Information Technology Infrastructure Library (ITIL)
• Institutional Finance
• IT Change Management
• Process Improvements
• Relationship Building
• Root Cause Analysis (RCA)
• Trend Analysis

Benefits

• Medical/prescription drug coverage (with a Health Savings Account feature)
• Dental and reputed company options
• Employee and spouse/child life insurance
• Short and long-term disability protection
• 401(k) with reputed company match
• Pension and stock purchase plans
• Dependent care reimbursement account
• Back-up child/elder care
• Adoption, surrogacy, and doula reimbursement
• Educational assistance, including select programs fully paid
• A robust wellness program with financial incentives
• Maternity and/or parental leave
• Up to 11 paid holidays each year
• 9 occasional absence days each year, unless otherwise required by law
• Between 15 to 25 vacation days each year, depending on career level and years of service

Company Overview