Incident Management Specialist

2 weeks ago


Raleigh, North Carolina, United States Bayside Solutions Full time

Incident Management Specialist

W2 Contract

Salary Range: $104,000 - $124,800 per year

Location: Raleigh, NC - Hybrid Role

Key Responsibilities:

  • Serve as the main point of contact and resource for incident-related inquiries.
  • Collaborate closely with Engineers, Operations, Service Providers, and Business and Finance Partners to ensure swift resolution during service disruptions, diminished customer satisfaction, hindered business operations, or compliance risks.
  • Effectively communicate the status and implications of ongoing incidents, anticipated timelines for resolution, and outcomes of active work streams.
  • Lead post-incident processes including root cause analysis and corrective actions.

Qualifications and Skills:

  • Proven experience in managing major incidents and troubleshooting issues related to critical services and infrastructure, demonstrating accountability in investigating and resolving incidents.
  • Skilled in maintaining effective communication under pressure, including engaging partners and managing escalations, while providing high-quality updates to stakeholders.
  • Experienced in leading post-incident reviews and root cause analyses, utilizing methodologies such as Five Whys to generate actionable insights and lessons learned.
  • Strong understanding of incident and problem management KPIs, metrics, and tools; proficient in accurately capturing critical incident data and translating metrics into meaningful operational and business insights.
  • Proactive and inquisitive; capable of analyzing trends in incident and problem reports to help eliminate recurring issues, identify potential problems before they escalate, and enhance overall efficiency.

Preferred Qualifications:

  • ITIL certification or equivalent experience
  • Background in the Finance sector, particularly in Digital Payment services or Banking operations
  • Experience with ticket tracking systems such as ServiceNow, Jira, Remedy, or similar tools
  • Proficiency in data analysis and visualization tools like Excel, Numbers, Tableau, or similar applications
  • Familiarity with Splunk log query syntax and optimization techniques
  • Understanding of the software development lifecycle (SDLC) and its various phases
  • Experience in production support within both on-premises data centers and cloud environments

Desired Skills and Experience:

Incident Response, Finance, Digital Payment, ServiceNow, Jira, Remedy, Excel, Numbers, Tableau, Splunk, SDLC, ITIL

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