Incident/Problem Management Specialist

Role overview

Lead incident response and problem management for digital banking services, helping restore service quickly and reduce the chance of repeat disruptions. The role combines technical investigation, coordination across business and technology teams, and clear communication with senior audiences.

Responsibilities

- Coordinate remediation for incidents affecting digital services and contribute to major enterprise incident response. - Track incidents and problems using IT service management practices, and provide timely updates to technical and business stakeholders. - Facilitate problem reviews and incident post-mortems, using findings to improve service resilience. - Analyze incident data and trends; maintain availability and stability reporting and dashboards. - Review planned changes for service risks and keep operational knowledge documents current. - Support operational monitoring, troubleshooting, service restoration, and production changes for critical systems.

Requirements

- A degree in computer science or a related technical field, or equivalent practical experience; the source also describes a typical background of 4–7 years in IT or business environments. - Experience with IT operations and support practices, including monitoring, logging, alerting, and service delivery processes. - Knowledge of operating systems or networking, and the ability to investigate large, distributed systems. - Strong analytical and diagnostic skills, with an ITIL-aligned approach to problem solving and data-informed decisions. - Clear written and verbal communication, collaboration, facilitation, and relationship-management skills. - Ability to make sound decisions under pressure, take ownership, and learn new technical skills quickly.

Nice to have

- Familiarity with ServiceNow, Power BI, and iterative analytics or AI prompt development. - Experience coaching others, managing conflict, or negotiating across teams.