Incident & Problem Management Analyst II

Socket.dev; Georgia; On-site; USD 70,000 - 110,000; Full time

Job summary

FIS in Columbus, GA is seeking an Incident Manager to join our 24x7 support team. The role focuses on incident, change, and problem management, coordinating with technical resources to restore services quickly.

Qualified candidates have a Bachelor's Degree and at least 2 years in IT service management; ITIL and ServiceNow experience are a plus. The position is US-shift with hybrid in-office schedule in Columbus.

Qualifications

• Bachelor’s Degree required; IT services/technologies background preferred.
• Minimum 2 years of relevant experience in IT service management.
• US work authorization without sponsorship.

Responsibilities

• Respond to incidents with potential impact to client service and coordinate with Level 3 support.
• Document incident milestones and create timelines in the incident tracking system.
• Lead change management activities with minimal service disruption.
• Perform post-incident analysis and suggest root-cause fixes.
• Communicate updates to internal and external stakeholders.
• Support continual service improvement initiatives.

Skills

Incident Management

Change Management

Problem Management

Communication

Education

Bachelor's Degree

Tools

ServiceNow

ITIL Foundation

Job description

FIS in Columbus, GA is seeking an Incident Manager to join our 24x7 support team. The role focuses on incident, change, and problem management, coordinating with technical resources to restore services quickly.

Qualified candidates have a Bachelor's Degree and at least 2 years in IT service management; ITIL and ServiceNow experience are a plus. The position is US-shift with hybrid in-office schedule in Columbus.