Incident and Problem Management Analyst

Travel + Leisure Co.; Orlando (FL); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k with employer match

Life and accident coverage

Disability

Paid time off

Job summary

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

The role requires ITIL familiarity, strong communication, and experience with ITSM tools. You will coordinate RCA activities and collaborate across large enterprise teams to ensure rapid problem resolution.

Qualifications

• Bachelor’s degree in computer science, information technology, or related field, or equivalent experience.
• ITIL certification preferred.
• Experience with ITIL Incident and Problem Management and related processes.
• 3+ years in IT or IT Service Management in a large enterprise.

Responsibilities

• Provide 24x7 support on a rotating schedule for Major Incident Management.
• Assess incidents and elevate to appropriate technical teams.
• Track progress, manage time, and deliver status communications to stakeholders.
• Coordinate root cause analysis activities through the Problem Management process.

Skills

ITIL

Communication

Team collaboration

ITSM platforms

Microsoft Office

DevOps

Agile

COBIT

Enterprise vendors

Education

Bachelor’s degree in CS/IT

Tools

HEAT

Zendesk

Jira

ServiceNow

Job description

We Put the World on Vacation

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

The Analyst, Incident and Problem Management

The Analyst, Incident and Problem Management provides 24x7 support on a rotating schedule for the Travel + Leisure Co. Major (Priority 1 and 2) Incident Management process. This individual assesses critical incidents and makes decisions to elevate those incidents to appropriate technical teams. The Analyst tracks progress and time and delivers status communications to the immediate Incident Response Team, business and Information Technology leadership. This individual also coordinates in the assignment and follow-up of Root Cause Analysis activities through the Problem Management process. This individual is a dependable, strong communicator with good written and verbal skills. The individual can effectively collaborate across small and large groups, consistently execute the steps to the Major Incident Management process, and support efforts to understand root cause.

How You’ll Shine:

• Provide 24x7 support (on a rotating schedule, every other week) to the Major Incident Management process through analyzing details provided by Service Desk or Technical SME, assessing against the Priority Scoring and Critical Application List to determine P2 or P1 Incident and execute the steps of the Major Incident Management process from Escalation to Communication to Closure.
• Understands the basics of ITIL Incident and Problem Management and can speak to the process steps.
• Updates Incident and Problem Records based on information received.
• Logs and follow-up on outstanding Problem RCA Tasks.

What You’ll Bring:

• Bachelor’s degree in computer science, Information Technology, or related field, or equivalent experience in related field.
• ITIL certification is preferred.
• Understands ITIL Incident and Problem Management and can speak to the process steps.
• Ability to take limited data and formulate decisions in a fast-paced, complex technology environment.
• Strong written and verbal communication and collaboration skills.
• Experience with one or more IT Service Management platforms (HEAT, Zendesk, Jira, ServiceNow, etc.)
• 3+ years experience in any Information Technology field, IT Service Management preferred.
• Proficient in Microsoft Office Business Productivity Tools.
• Familiarity with common IT Service Management frameworks (ITIL, COBIT, DevOps, Agile)
• Ability to absorb information and quickly adapt to changing operating conditions.
• Strong customer service and communication skills balanced with the ability to explain complex concepts in common language.
• Ability to tailor message to senior technology and business leadership.
• 3+ years experience in an Information Technology Analyst, Operations, Service Management or Service Delivery role, preferably within a large enterprise.
• Exposure to navigating large Enterprise Suppliers such as Cisco, Oracle, and Microsoft.

Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

How You’ll Be Rewarded:

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Certain benefits may be available to associates working fewer hours where required by applicable law. Travel + Leisure Co. benefits include:

Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
• Wish day paid time to volunteer at an approved organization of your choice
• 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
• Legal and identify theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [e-mail], including the title and location of the position for which you are applying.