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

• 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

• 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

• analytical thinking
• decision making
• critical thinking
• contingency and disaster recovery
• relationship building
• communication
• leadership
• accountability
• focus
• timely decision-making

• Bachelor's degree
• job specific certification(s)