Operations Specialist

About the Role

You will connect postmortem and problem-investigation activities with the remediation work that follows. Working closely with Problem Coordinators and technology teams, you will evaluate action items, establish measurable acceptance criteria, review closure evidence, and determine whether completed work fulfills the original remediation intent.

This is not an active incident-management position. Instead, the role focuses on what happens after an incident: validating corrective actions, strengthening accountability, identifying systemic risks, and improving the quality and consistency of remediation. As a net-new position, it also offers meaningful opportunities to design processes and explore AI-enabled tools that improve action-item assessment, tracking, and reporting.

• Partner closely with Problem Coordinators to understand critical technology incidents, root-cause analyses, postmortems, and the intended scope of resulting remediation actions.
• Evaluate postmortem, Incident Root Cause Review (IRCR), and Problem Investigation (PBI) action items to determine whether they adequately address root causes, contributing factors, and service-improvement opportunities.
• Help 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 tools, monitoring ownership, due dates, progress, completeness, and closure status.
• Identify accountability and documentation gaps, including missing owners, unclear requirements, insufficient evidence, and 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 AI-enabled assessments, agents, prompts, and automation to evaluate action-item quality, review completion evidence, reduce manual effort, and improve reporting reliability.
• Partner with incident-management 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, defensible decision-making.

• 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, including the ability to determine whether remediation is complete, measurable, adequately supported, and effective against the identified root cause.
• Working knowledge of Jira, including tickets, workflows, ownership, due dates, acceptance criteria, and closure documentation.
• Strong 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 details into clear, audience-appropriate reporting.
• Ability to collaborate effectively with technical teams, ask thoughtful follow-up questions, and…