Senior Incident & Problem Manager - ITIL, RCA & Metrics

Bread Financial Group; Columbus (OH); On-site; USD 101,000 - 161,000; Full time

Benefits offered by this job

401(k) plan

Stock purchase program

11 paid holidays

Job summary

Bread Financial is seeking a Senior Incident and Problem Management Analyst to oversee major incidents and RCA efforts, aligning practices with ITIL-adapted processes. The role emphasizes KPI tracking, data analysis, and continuous process improvement across the IT organization.

Responsibilities include monitoring SLA adherence, coordinating with Change Manager and vendors, mentoring peers, and delivering clear communications for major incidents to brand partners and customer care centers.

Qualifications

• 1 cloud certification- AWS cloud practitioner, Microsoft Azure Fundamentals or Google Cloud- Cloud Digital Leader
• 5-8 years of experience in Incident/Problem Management, Security Operations, facilitation experience, ITIL or ITSM processes and ServiceNow.
• 5-8 years of facilitation skills.
• Work experience that demonstrates a strong understanding of common technology processes and tools, experience with brand or customer communications, experience with ITIL or ITSM processes.

Responsibilities

• Participates in incident and problem management; monitor metrics and perform trend analysis.
• Coordinate with Change Manager and vendors; ensure RCA is performed.
• Analyze and report on Incident/Problem SLA adherence; report KPIs; backup for Change Control.
• Oversee weekly changes; ensure no conflicts in change windows.
• Mentor analysts; develop/improve procedures; enhance communications.
• Identify and drive improvements; gather stakeholder feedback.
• Prepare monthly incident, problem, availability reports; craft internal/external communications.

Skills

ITIL

Process Improvement Plans

ITSM

Data Analytics

IT Infrastructure Operations

Microsoft Office

Education

High School Diploma or GED

Bachelor’s Degree in Information Systems

Tools

ServiceNow

Job description

Bread Financial is seeking a Senior Incident and Problem Management Analyst to oversee major incidents and RCA efforts, aligning practices with ITIL-adapted processes. The role emphasizes KPI tracking, data analysis, and continuous process improvement across the IT organization.

Responsibilities include monitoring SLA adherence, coordinating with Change Manager and vendors, mentoring peers, and delivering clear communications for major incidents to brand partners and customer care centers.