Proactive IT Incident & Change Lead

Fortra; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Fortra is seeking a Response Analyst who combines strategic thinking with hands-on IT operations. You will manage change, lead incident response, and drive problem management, shaping our defenses and service quality for clients.

In a fast-paced environment, you’ll analyze RFCs, perform root-cause analyses, and participate in leadership discussions to guide ongoing improvements. Strong ITIL knowledge, cloud/on-prem experience, and solid communication with diverse teams are essential.

Qualifications

• Bachelor’s degree in IT or equivalent.
• 3+ years of experience in IT Operations or related roles.
• Knowledge of ITIL frameworks; ITIL Foundation certification a plus.
• Strong communication and stakeholder management.
• Deep understanding of business alignment.
• Ability to work in a fast-paced, customer-focused environment with high service expectations.
• Excellent analytical and problem-solving skills.
• Strong knowledge in on-premise or Cloud environments.

Responsibilities

• Oversee change management processes with minimal disruption.
• Evaluate RFCs for alignment with business strategies.
• Lead incident response across teams to resolve issues quickly.
• Perform root cause analysis and implement preventive measures.
• Facilitate postmortems to learn and improve.
• Implement and maintain problem management to reduce IT issues.
• Participate in leadership strategy meetings and provide insights.
• Proactively recommend improvements and execute them.
• Advise on response strategies to ensure optimal outcomes.

Skills

Change management

Incident response

Problem management

Root cause analysis

Strategic collaboration

Communication skills

ITIL knowledge

Cloud/on-premise environments

Education

Bachelor’s Degree in IT

ITIL Foundation certification

Tools

ITSM tools

Job description

Fortra is seeking a Response Analyst who combines strategic thinking with hands-on IT operations. You will manage change, lead incident response, and drive problem management, shaping our defenses and service quality for clients.

In a fast-paced environment, you’ll analyze RFCs, perform root-cause analyses, and participate in leadership discussions to guide ongoing improvements. Strong ITIL knowledge, cloud/on-prem experience, and solid communication with diverse teams are essential.