Senior Incident & Problem Manager (ITIL/RCA)

Alliance Data Systems, Inc.; Columbus (OH); In loco; USD 101.000 - 161.000; Tempo pieno

Vantaggi offerti da questo lavoro

11 paid holidays

401(k) plan

Stock purchase program

Competitive benefits package

Descrizione del lavoro

Bread Financial in Columbus, OH is hiring a Senior Incident and Problem Management Analyst to oversee Major Incidents and RCA efforts, aligning ITIL practices to Bread Financial processes. You will develop training, drive process improvements, and report metrics to leadership, while mentoring peers and enhancing communications across brands and IT teams.

The role emphasizes coordination with Change Management, service availability analytics, and proactive problem management to improve system

Competenze

• High School Diploma or GED.
• 1 cloud certification (AWS Cloud Practitioner, Microsoft Azure Fundamentals or Google Cloud Digital Leader).
• 5-8 years of Incident/Problem Management, Security Operations, ITIL/ITSM processes and ServiceNow.
• 5-8 years of facilitation experience.
• Strong understanding of common technology processes and tools, with experience in brand communications.

Mansioni

• Participates in incident and problem management processes to ensure immediate response and root cause analysis post recovery.
• Monitors key performance metrics and performs trend analysis to identify opportunities.
• Works with the Change Manager and third party vendors to ensure policies are followed and RCA is performed.
• Oversees weekly Change meetings to avoid conflicts in scheduling.
• Mentor to other analysts and lead development of new/updated procedures for the group.
• Identifies continuous improvement opportunities for incident and problem management, communications and technology.
• Prepares monthly Incident, Problem and availability reports and crafts communications for major incidents.

Conoscenze

ITIL

Process Improvement Plans

IT Service Management

Data Analytics

IT Infrastructure Operations

Microsoft Office

Incident/Problem Management

Security Operations

Facilitation skills

ServiceNow

Formazione

Bachelor’s Degree in Information Systems, Information Technology, Computer Science or related field of study

ITIL V3 or V4 certification

Strumenti

ServiceNow

Descrizione del lavoro

Bread Financial in Columbus, OH is hiring a Senior Incident and Problem Management Analyst to oversee Major Incidents and RCA efforts, aligning ITIL practices to Bread Financial processes. You will develop training, drive process improvements, and report metrics to leadership, while mentoring peers and enhancing communications across brands and IT teams.

The role emphasizes coordination with Change Management, service availability analytics, and proactive problem management to improve system