Incident Response Analyst

Apex Systems; Plano (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K with match

ESPP

HSA

Employee Assistance Program (EAP)

Job summary

Everforth Apex Systems is seeking a Lead Problem Management professional to coordinate problem investigations, root cause analysis, and preventive mitigations across network technologies. The role emphasizes proactive event assessment, data-driven decision making, and effective communication with both technical and business stakeholders.

The candidate will utilize Remedy, Tableau, and Power BI to track issues, maintain data quality, and present status across global teams; ITIL knowledge and

Qualifications

• B.S. degree in Computer Science, Engineering, Business, or equivalent preferred
• Excellent oral and written communication at all organizational levels
• 5 to 7 years of IT experience in problem or incident management
• ITIL Foundation Certification preferred
• Experience with JIRA, Confluence and Agile SCRUM ceremonies
• Ability to lead and interface with multiple time zones and stakeholders

Responsibilities

• Lead Problem Investigation efforts for network technologies
• Conduct proactive assessments to identify root causes and mitigation opportunities
• Manage Problem queues and ensure timely progress through the Problem Management process
• Verify root causes and document workarounds, solutions, and process improvements
• Coordinate resolution with technical and business stakeholders
• Present status to customer/end-user and obtain agreement on resolution
• Perform problem process audits and data quality checks for reports
• Maintain open Problems for status changes and weekly/monthly reporting
• Provide leadership and customer interfacing across global teams

Skills

Problem Management

Incident Management

ITIL Foundation

JIRA

Confluence

Agile SCRUM

Communication

Leadership

Global collaboration

Education

B.S. degree in Computer Science, Engineering, or Business

Tools

Remedy

Tableau

Power BI

Job description

Job Description: The position requires an individual that is innovative with a great deal of initiative and a collaborative, yet proactive approach. The candidate will be expected to provide Problem Management coordination, data analysis and relationship management capabilities within the team. This function is integral to the success of the bank's stability by identifying root cause of issues, preventing recurrences, identifying potential disruptions, and proactively implementing mitigations to maximize service availability across Network Services. The ideal candidate possesses excellent communication skills, will participate in the implementation and ongoing adherence of the Problem Management process, and serves as a fully seasoned/proficient process resource. The candidate will provide process knowledge and capabilities as an individual contributor and will work under minimal supervision, with general guidance from more seasoned consultants or managers.

Job#: 3054794

Lead Problem Investigation efforts for all network technologies

Conduct proactive assessments of events to determine opportunities for root cause investigation

• Reviews Problem priority and determines if the impact or urgency needs to be adjusted
• Progress (and are tracked) through the Problem Management process in a timely and prioritized fashion
• Ensure that the information entered/documented is accurate and complete; Including, but not limited to, workarounds, solutions, process enhancements, and root cause
• Ensure that the root cause is determined

Monitor Problem queues via the Remedy Problem Console, eSmart and Tableau dashboards

Periodically review their problem investigations for which a practical solution could not be found or is undetermined

Verify structural solutions and close the known errors and problem investigations that they manage

Maintains open Problems for status changes and ensures the data quality in the PBI and PKE records for weekly management reports and Monthly Scorecard

Coordinates Problem resolution with any relevant stakeholders, both technical and business as required

Provide information and host LOB meetings to customer/end-user regarding the status of their known errors (PKE) and problem investigations (PBI) records

Communicate with the customer/end-user to gain agreement that the known errors (PKE) and problem investigations (PBI) records have been resolved and closes the record

Conduct problem process audits for a sampling of problems

B.S. degree in Computer Science, Engineering, Business, or equivalent preferred

Excellent oral and written communication. – Must be able to communicate at all organizational levels

Experience Range* - 5 to 7 Years

ITIL Foundation Certification

Experience with Problem or Incident Management

Knowledge of IT Technical skills across multiple disciplines

The ability to provide leadership skills (self-starter / self-motivated)

Organized and detail oriented

Strong technical acumen

Strong analytical skills

Knowledgeable on JIRA, Confluence, and experience with Agile framework SCRUM ceremonies

The candidate must have excellent client interfacing skills, strong verbal and written communication skills and ability to work with all levels of management.

Candidate should have experience operating with colleagues across different time zones with a flexible approach to working hours (ability to work varied hours) to successfully interact and communicate on a global level

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

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Everforth Apex Systems is part of the Commercial Segment of Everforth, Inc.

NYSE: EFOR

4400 Cox Road

Suite 200

Glen Allen, Virginia 23060

Everforth Apex is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.