Operations Specialist

Aquent is partnering with a leading financial services firm dedicated to innovation and operational excellence. This organization is at the forefront of strengthening its technology infrastructure and enhancing service reliability, creating a significant impact on how vital systems operate seamlessly.

Step into a pivotal contract opportunity where you will be instrumental in ensuring the resilience and stability of critical technology systems. As a key contributor, you will bridge the gap between incident analysis and effective remediation, playing a crucial role in shaping how the organization learns from incidents and drives meaningful change. This is a chance to make a tangible impact on system stability and operational efficiency, directly influencing the robustness of the technology landscape.

You’ll have the unique opportunity to design innovative processes and explore cutting-edge AI-enabled solutions to revolutionize remediation efforts, elevating quality, consistency, and reporting.

What You’ll Do

• Collaborate closely with incident response and problem management teams to gain a deep understanding of critical technology incidents, root-cause analyses, postmortems, and the intended scope of resulting remediation actions.
• Evaluate postmortem, Incident Root Cause Review, and Problem Investigation action items to determine their adequacy in addressing root causes, contributing factors, or service-improvement opportunities.
• Establish clear, measurable acceptance criteria and validate that completed remediation satisfies the action item’s original intent.
• Review documentation and supporting evidence from action-owning technology teams before validating action-item closure.
• Track action items through Jira and problem-management tooling, monitoring ownership, due dates, progress, completeness, and closure status.
• Identify accountability and documentation gaps, including missing owners, unclear requirements, insufficient evidence, or unsupported closure requests.
• Prepare accurate reports and dashboards covering action-item status, aging, coverage, closure quality, and remediation effectiveness.
• Analyze incident and problem-management data to identify recurring themes, systemic risks, and opportunities to improve remediation quality and process consistency.
• Design and enhance workflows that support consistent, defensible action-item creation, assessment, tracking, and closure.
• Explore and support AI-enabled assessments, agents, prompts, and automation to evaluate action-item quality, review completion evidence, reduce manual tracking, and improve reporting reliability.
• Partner with incident response leaders, engineering teams, technology risk, audit, and other stakeholders to strengthen remediation governance and reduce recurrence risk.
• Contribute to data-quality reviews, reporting standards, and documentation practices that support consistent and defensible decision-making.

What You’ll Bring

Must-Have Qualifications

• Experience or familiarity with technology operations, IT service management, incident management, problem management, post-incident reviews, or remediation tracking.
• Knowledge of problem-management practices, including root-cause analysis, postmortems, corrective actions, and closure validation.
• Strong analytical and critical-thinking skills, with the ability to evaluate whether remediation is complete, measurable, adequately supported, and effective against the stated root cause.
• Working knowledge of Jira, including tickets, workflows, ownership, due dates, acceptance criteria, and closure documentation.
• Solid technology aptitude and an understanding of incidents involving applications, infrastructure, hardware, software, third-party vendors, or public cloud environments.
• Excellent communication and stakeholder-management skills, including the ability to translate technical information into clear, audience-appropriate reporting.
• Ability to collaborate with technical teams, ask effective follow-up questions, and appropriately challenge incomplete or unsupported remediation.
• Proficiency with Word, Excel, Outlook, and PowerPoint, including building and maintaining structured reports and tracking tools.
• Wo…