24/7 Incident & Problem Management Analyst

Travel-Leisure-Co; Orlando (FL); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k with employer match

Life and accident coverage

Disability

Wellness program

Job summary

Travel + Leisure Co. is seeking an Analyst, Incident and Problem Management to provide 24x7 Major Incident Management support on a rotating schedule. You will assess incidents, escalate to technical teams, track progress, and deliver status communications to IT leadership.

You will coordinate RCA tasks via Problem Management, leveraging ITIL processes and strong communication to collaborate across teams in a large enterprise environment.

Qualifications

• Bachelor’s degree in computer science, Information Technology, or related field.
• ITIL certification is preferred.
• Understands ITIL Incident and Problem Management and can discuss process steps.
• Ability to make quick decisions in a fast-paced, complex tech environment.
• Strong written and verbal communication and collaboration skills.
• Experience with IT Service Management platforms (HEAT, Zendesk, Jira, ServiceNow).
• 3+ years experience in any IT field; IT Service Management preferred.
• Proficient in Microsoft Office Business Productivity Tools.
• Familiarity with ITIL, COBIT, DevOps, Agile.
• Ability to absorb information and adapt to changing conditions.

Responsibilities

• Provide 24x7 support on a rotating schedule for Major Incident Management.
• Assess critical incidents and escalate to appropriate technical teams.
• Track progress and provide status communications to teams and leadership.
• Coordinate Root Cause Analysis activities through Problem Management.

Skills

ITIL knowledge

ITIL certification

ITSM tools

Bachelors in CS/IT

Communication skills

3+ yrs IT experience

Microsoft Office

DevOps/Agile familiarity

Education

Bachelor's degree in CS/IT

Tools

HEAT

Zendesk

Jira

ServiceNow

Job description

Travel + Leisure Co. is seeking an Analyst, Incident and Problem Management to provide 24x7 Major Incident Management support on a rotating schedule. You will assess incidents, escalate to technical teams, track progress, and deliver status communications to IT leadership.

You will coordinate RCA tasks via Problem Management, leveraging ITIL processes and strong communication to collaborate across teams in a large enterprise environment.