Service Reliability Specialist

Coordinate and manage high-impact client and service incidents from identification through resolution Serve as the central point of contact during incidents across technical teams, business stakeholders, and leadership Facilitate incident calls and define owners, next steps, and timelines Assess escalation, support, and stakeholder engagement needs Provide clear and accurate incident updates for technical and non-technical audiences Lead and support root cause analysis discussions Define and track corrective and preventive actions through completion Identify gaps in incident processes, communication, decision-making, and accountability Review incident trends and recurring issues for problem management and continuous improvement Maintain incident documentation, procedures, lessons learned, and reporting Promote consistent and transparent incident management practices Build relationships across Product, Technology, Operations, and Client Services Support special projects, process improvements, reporting, and operational responsibilities Provide leadership with feedback on incident trends, risks, concerns, and improvement opportunities Requirements Bachelor’s degree with 4+ years of relevant experience, or a master’s degree with 2+ years of relevant experience Experience leading or facilitating root cause analysis and driving corrective actions across cross‑functional teams Familiarity with Lean or Six Sigma process improvement methodologies Familiarity with AI tools and interest in improving workflows and efficiency Excellent written and verbal communication skills Strong client service and stakeholder management skills Strong project management, organizational, and follow‑through skills Ability to work independently and collaborate effectively across teams Strong critical thinking, judgment, and problem‑solving skills Ability to remain calm, focused, and effective during high‑pressure incidents Experience presenting work, recommendations, or findings to internal teams, leadership, and external stakeholders Commitment to ongoing learning and professional development through company and industry training Candidates requiring visa sponsorship now or in the future cannot be considered Core Competencies Demonstrates expertise in incident management, including root cause analysis, corrective action implementation, and stakeholder engagement. Proficient in process improvement methodologies such as Lean or Six Sigma, with strong communication and project management skills. Highest-signal resume keywords Incident Management Root Cause Analysis Lean Methodology Stakeholder Management Project Management ATS Optimization Keywords Hard Skills Root Cause Analysis Process Improvement Incident Documentation Corrective Actions Problem Management Data Analysis ReportingWorkflow Improvement Incident Trends Review Decision‑Making Soft Skills Communication Skills Client Service Organizational Skills Critical Thinking Collaboration Industry Keywords Continuous Improvement High‑Pressure Incident Management Cross‑Functional Teams Stakeholder Engagement Operational Responsibilities Tools & Technologies AI Tools Incident Management Software #J-18808-Ljbffr Jobtailor