Incident and Problem Management

Title: Incident and Problem Management

Duration: 24 months

Location: Remote

Roles And Responsibilities

• Provides Incident Management and Proactive Problem Management services as part of the Incident Command Center team (ICC). May occasionally need to support teammates with the Major Incident service.
• Supports other Incident Command Center initiatives designed to drive down the impact of incidents, prevent the occurrence/re-occurrence of incidents, and promote production stability.
• Supports continuous improvement efforts for Incident and Proactive Problem Management processes.
• Applies knowledge of IT high-level architectures, ITIL practices, Managed Service Providers, and/or operations teams to prevent or drive resolution of Incidents.
• Utilizes monitoring tools to uncovers risks and issues to ensure production stability.
• Provides oversight for the Incident Management service to ensure execution activities are defined and planned and resolution targets are met.
• Ensures Incident and Proactive Problem Management processes are documented and executed using current standards, methodologies, tools, and processes.
• Provides strategy, governance and oversight of the Incident and Proactive Problem Management processes to ensure alignment with department priorities.
• Provides cross functional coordination of Managed Service Providers, Business Technology Organizations, and/or operations teams to resolve Incidents and Proactive Problems.
• Maintains productive relationships with colleagues and internal users of our department services.
• Develops and adheres to key performance indicators (KPIs) associated with Incident Management.
• Creates monthly presentations on Incident metrics and key insights.
• Identifies opportunities for improvement of process and metrics reporting.
• Adheres to applicable policies and procedures and follows best practices.
  
  

Must Haves:

• Incident and Problem Management experience
• IT Generalist (Network, Database, Servers, Cloud, SaaS...)
• ServiceNow
• Monitoring Tools e.g. Splunk, SolarWinds, NetScout
  
  

Years Of Experience/education And/or Certifications Required

• ITIL Foundations certification
• Bachelor's degree in Information Technology, Computer Science, or Computer Engineering OR 6 years of equivalent experience
  
  

Note: The Company is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023 and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our?website. Applicants with disabilities may access this notice in an alternative format by contacting?NAhr@spectraforce.com About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com

Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.

Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.