Incident & Problem Consultant

What you'll do

• Lead the response to high-impact IT incidents as the primary command-and-control lead.
• Triage incoming IT issues to determine severity and appropriate response actions.
• Open and manage major incident bridge calls to coordinate technical resources.
• Facilitate cross-functional technical teams to drive rapid issue resolution for critical systems.
• Monitor dashboards and alerting systems to identify and prioritize events requiring attention.
• Escalate concerning alerts to appropriate technical support teams via Microsoft Teams.
• Perform root cause and trend analysis to produce reports and improve incident recovery.
• Develop and manage the incident and problem management programs, staff, and operations.

What we're looking for

• Must have a Bachelor's degree or a comparable combination of education, job-specific certifications, and experience.
• Must have 3+ years of relevant or direct industry experience.
• Must possess knowledge of IT Incident Management and IT Service Management (ITSM).
• Must be able to lead cross-functional technical teams to drive rapid issue resolution during high-impact incidents.
• Must be able to monitor dashboards and escalate alerts to appropriate technical support teams.
• Must be able to perform root cause and trend analysis for incident recovery.
• Must have skills in Change Management, Debugging, Process Improvements, Relationship Building, and Root Cause Analysis (preferred).
• Must be able to work shift timings from 3pm to 11pm EST, Tuesday to Saturday.