IT Incident & Problem Response Lead

Fulton County, GA; Georgia; On-site; USD 85,000 - 110,000; Full time

Job summary

Fulton County Department of Information Technology seeks an experienced Incident/Problem Manager to oversee the lifecycle of incidents and problems, identify root causes, and minimize recurrence. The role emphasizes rapid restoration of services, escalation handling, and process improvement across IT operations.

Candidates should have a bachelor’s degree in a related field and at least four years in incident/problem management, plus a valid Georgia driver's license.

Qualifications

• Bachelor's Degree in Business, IT, Information Systems, Computer Science, or related field; supplemented by four (4) years of incident management and problem management experience; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
• Must possess and maintain a valid Georgia driver's license. ITIL service delivery process preferred certification.

Responsibilities

• Identifies the occurrence of incidents, categorizes and prioritizes incidents for resolution; reviews all current and previous incidents and identifies problems for root cause analysis.
• Ensures normal services are restored quickly and minimize significant operational impacts in the IT environment.
• Serves as an escalation point for high priority incidents and problems; coordinates with support teams to troubleshoot and resolve them.
• Identifies the need for emergency changes and works to deploy them promptly; develops and maintains incident and problem management processes.
• Uses analytical methods to assess incident and problem management performance and reviews live and development environments for trends.

Skills

Incident management

Problem management

Communication

Collaboration

Business awareness

Root cause analysis

Education

Bachelor's degree in Business/IT/IS/CS or related field

Job description

Fulton County Department of Information Technology seeks an experienced Incident/Problem Manager to oversee the lifecycle of incidents and problems, identify root causes, and minimize recurrence. The role emphasizes rapid restoration of services, escalation handling, and process improvement across IT operations.

Candidates should have a bachelor’s degree in a related field and at least four years in incident/problem management, plus a valid Georgia driver's license.