Incident Management Specialist

Incident Management Specialist – Great America

Great America Financial Services is an entrepreneurial company providing equipment financing to businesses across the United States.

The Incident Management Specialist is responsible for overseeing the end-to-end lifecycle of high priority IT incidents affecting internal users across the organization. This role ensures timely resolution of service disruptions, minimizes business impact, and drives continuous improvement in incident response processes. In addition to managing incident resolution, the Incident Manager leads incident debrief meetings to ensure thorough documentation and understanding of major events, drives root cause analysis (RCA), and coordinates corrective actions to prevent recurrence.

This role plays a critical part in fostering a culture of accountability, learning, and resilience across the technology organization.

• Manage all incidents from detection through resolution, ensuring adherence to ITIL best practices.
• Lead cross‑functional collaboration during Priority 1 and 2 incidents, including initiating Teams war rooms and maintaining a 30‑minute communication cadence.
• Provide timely, clear updates to stakeholders, impacted users, and leadership during the incident lifecycle.
• Track KPIs such as MTTR, incident volume, SLA compliance, and produce weekly/monthly dashboards and reporting to measure success of the incident management process, trend analysis reports of recurring incidents, monthly metrics on major incidents and other reports as required.
• Conduct post‑incident reviews, root cause analysis (RCA) documentation, and ensure corrective actions are implemented.
• Identify trends and recommend enhancements to incident workflows, tools, and knowledge base articles.
• Maintain compliance with internal high‑priority incident standards and security escalation protocols. Ensure incident handling complies with financial industry regulations and internal policies.
• Collaborate with Service Desk and engineering teams to refine priority models and scoring grids, facilitate engagement of technical support teams, coordinate service restoration activities, and communicate all relevant details to key business and client stakeholders.
• Collaborate with Problem Management to identify and eliminate recurring issues.
• Partner with technical subject matter experts to create and publish knowledge articles for knowledge gaps around known errors and workarounds. Support audits and reporting requirements related to incident management.
• Participate in other projects and duties as assigned.

• Bachelor’s degree in information technology, Computer Science, or related field or equivalent work experience.
• ITIL Foundation certification; advanced ITIL or Agile certifications preferred.

• Minimum of 3 years in IT Service Management or related roles.
• Minimum of 1 year of Incident Management or related roles.
• Hands‑on experience managing major incidents and coordinating technical teams.
• Exposure to enterprise environments with complex infrastructure.

• Strong written and oral communication with ability to use the language of the business.
• Skilled at problem solving and conflict management skills.
• Expertise in incident lifecycle management and escalation protocols.
• Ability to interpret and apply SLAs and OLAs.
• Must be able to work independently, take the initiative, and be a self‑starter.
• Strong facilitation skills to command‑and‑control major incident bridges to ensure timely resolution.
• Strong understanding of ITSM and ITIL framework.
• Experience in financial services or other regulated industries is highly desirable.
• Proficiency in ITSM tools (e.g., Service Now, Jira Service Management).
• Excellent communication, coordination, and decision‑making skills.
• Ability to lead cross‑functional teams under pressure.
• Familiarity with Problem Management, Change Management, and Risk Management processes.
• Ability to effectively translate complex technical details into business‑equivalent terms for communication to a wider non‑technical audience.

• Excellent knowledge of MS Office…