Incident & Problem Consultant

Responsibilities Act as the primary incident lead for high‑impact IT incidents raised to the SRC First Response Team Triage incoming IT issues and determine severity and appropriate response actions Open and manage major incident bridge calls Lead and facilitate cross‑functional technical teams to drive rapid issue resolution Maintain a strong command‑and‑control presence, ensuring focus, accountability, and timely decision‑making Coordinate and communicate status updates clearly and effectively throughout the incident Manage incidents impacting critical systems, such as online banking, mobile banking, enterprise applications, and infrastructure supporting internal or external customers Monitor dashboards and alerting systems for alarms and events requiring attention Assess and prioritize alerts to determine required action Escalate concerning alerts via Microsoft Teams to appropriate technical support teams to ensure timely response Identify events that may elevate into major incidents and initiate the Major Incident Management process as needed Requirements 3+ years of relevant / direct industry experience Bachelor's degree or comparable combination of education, job specific certification(s), and experience (including military service) Knowledge of Change Management, Debugging, Event Management, Information Technology Infrastructure Library (ITIL), Institutional Finance, IT Change Management, Process Improvements, Relationship Building, Root Cause Analysis (RCA), Trend Analysis Analytical thinking, contingency and disaster recovery, decision making and critical thinking, IT environment, IT incident management, IT service management (ITSM), IT standards, procedures & policies, problem management, requirements analysis, technical troubleshooting Hard Skills IT incident management Change Management Debugging Event Management Information Technology Infrastructure Library (ITIL) Root Cause Analysis (RCA) Trend Analysis technical troubleshooting Process Improvements requirements analysis Soft Skills analytical thinking decision making critical thinking contingency and disaster recovery relationship building communication leadership accountability focus timely decision-making Certifications & Qualifications Bachelor's degree job specific certification(s) #J-18808-Ljbffr