Job Summary

The Incident and Problem Management Team oversees Major Incidents and Problem RCA efforts. This team ensures incident and problem practices are followed, educates associates where necessary, and analyzes daily operational activities related to these practices.

This role involves analytical skills, cross-organizational collaboration for incident troubleshooting, and root cause identification for problem resolution.

The Senior Analyst performs proactive trend analysis of incidents, creates dashboards/reports for performance metrics, and identifies opportunities to reduce incident recurrence risk through preventative and corrective measures.

Building strong working relationships with multiple teams is crucial for success.

Essential Job Functions

Participate in the incident and problem management processes to ensure immediate response to potential business disruptions and root cause analysis post recovery.
Monitor key performance metrics and perform trend analysis to identify operational opportunities.
Work with the Change Manager and third-party vendors to ensure policies and processes are followed and root cause analysis (RCA) is performed and addressed.
Responsible for researching technology incident tickets and assist with identifying tickets that have been opened past their SLA.
Determine which support areas are responsible for closure, identify possible trends in outages and help determine which support group(s) should investigate further and conduct trend analysis.
Analyze trends to enhance system availability for all key business services.
Support the Information Technology Change Control process by identifying areas of opportunity with Incidents and Problem activity and ensure appropriate action taken to mature capability.
Participate in the change reviews as needed for Incident and Problem management.
Identify training opportunities to expand incident, problem, and communications skills.
Identify and participate in mentoring with more experienced staff to enhance business acumen and organizational familiarity.
Participate in and help identify continuous improvement opportunities for incident and problem management process, technology and communications to our brands and internal business partners.
Participate in soliciting feedback from stakeholders and assist in the identification of improvement opportunities.
Craft clear internal/external communications for any Major Incidents affecting brand partners or Customer Care Centers.
Assess each incident situation and determine the appropriate required communication.
Translate technical language into business appropriate messages that convey necessary information.

Minimum Qualifications

Bachelors Degree.
2+ years in Incident/Problem Management, Security Operations, Public/Private Sector Operations Center, or other related industry along with experience using common technology processes and tools, experience with brand or customer communications, and/or experience with ITIL or ITSM processes.

Preferred Qualifications

ITIL V3 or V4 certification.

Skills

Organizational Savvy.
Communication.
ServiceNow Platform.
Occasional on-call responsibilities.

(ref:hirist.tech)

Bread Financial - Senior Analyst - IT Incident & Problem Management