Incident Response & Problem Management 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

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