Lead Service Specialist – Problem Management

Job Summary

The Lead Service Specialist - Problem Management is responsible for leading and managing theday to day incidents, technical conference calls, documenting procedures and ensuring root cause has been documented in accordance with the Problem Management SLAs.

Duties and Responsibilities

• Lead and implement processes to resolve incidents within SLA guidelines by engaging the appropriate technical teams and IT/Business leadership
• Manage communication with technical teams and vendors working towards resolution
• Support IT leadership regarding direction, and guidance for swift recovery of systems and applications
• Make recommendsations for for internal communications, impact analysis and activities related to Major Incident Management (MIM)
• Work with lines of business to develop valid actions to reduce impact and/or TTR for issues
• Work with functional areas across the organization to ensure the Problem Management processes are executed comprehensively
• Work with 3rd party vendors regarding incident & problem management
• Manage and assign tasks to other teams to investigate and resolve major incidents in alignment SLA guidelines and ensure tasks are being completed in a timely manner
• Lead the review and analysis of all major incidents once resolution is complete and provide after action plans with documented assignments.
• Identify and classify problems and root causes in addition to follow up on mitigation steps and process improvements for assigned incidents

Experience and Education Requirements

• Bachelor’s degree (preferred emphasis in Computer Science or MIS) or equivalent experience
• 8-9 years IT / technology experience
• Proven experience in managing major incidents within a fast-paced environment
• Proven experience with planning, prioritization, and organizational skills
• Experienced in the use of office desktop applications and tools
• Experience working within an IT organization in the financial services industry preferred
• ITIL v2 or v3 certifications beyond foundations a plus preferred

Knowledge, Skills & Abilities

• Aptitude for organizing technical calls
• Understand Information Technology Service Management (ITSM) specifically related to change, incident, and problem
• Ability to work in teams independently and be able to multitask due to the many different system management assignments
• Knowledge of IT Service Management
• Organizational, communication, and time management skills
• Interpersonal and presentation skills for interacting with team members and business units
• Analytical, problem solving, and decision-making skills
• Ability to work in a team environment

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