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ITSM Incident Analyst

Location Charlotte, United States
Posted 10-September-2021
Please contact for details on this ITSM Incident Analyst role supporting our FinTech client.

Location Options: Charlotte, NC, Evansville, IN, Baltimore, MD or Dallas, TX
Mandatory Skills
The Technology Incident and Problem Manager supports the incident detection and prevention program. This role leads and further develops a team of analysts responsible for investigating, documenting, and communicating incident facts as well as performing root cause analysis to prevent future incidents.

The Technology Incident and Problem Manager reports to the Technology Operations Center Director, and collaborates closely with Technology teams, and other internal and client stakeholders to empower the business and continuously enhance the operational stability posture of the organization.

As the Technology Incident and Problem Manager your primary objectives are to prevent incidents from happening, to minimize the impact of incidents that cannot be prevented and maintain information about Known Errors and Workarounds.

You will provide leadership to various technical teams to guide them in their efforts during high priority ongoing incidents and problem management phases of the service management lifecycle, leveraging best practices according to the ITIL framework.

The Technology Incident and Problem Manager must be able to effectively document root cause analysis, business cases, solution strategies, incident and problem tracking, processes, procedures, and knowledge articles associated with implementing fixes and solutions to existing or predicted IT incidents and problems.


Manage the daily operations and effectiveness of the Incident and Problem Management lifecycle, including identification, categorization, prioritization, diagnosis, drafting known error information, root cause analysis facilitation and reporting, implementation of both workarounds and permanent fixes, communication to internal stakeholders, Incident and Problem process management and control, closure, evaluation, review, process reporting, and process improvement.

Benchmark and implement industry best practices to detect and mitigate potential outages

Oversee Technology Incident management for the Enterprise, and other activities that contribute to operational readiness.

Facilitate high priority incident resolution efforts, root cause analysis, and problem remediation

Conduct incident and problem review meetings and provide documented status

Ensuring the implementation of a permanent fix in the production environment with the focus of improving the availability of critical systems

Lead the Incident and Problem team in a fast-paced environment, while exercising composure, professionalism, and teamwork during incidents. Support and oversee incident response activities as the most senior escalation point on the TOC team. Exercise discretion, collaboration and confidentiality on a need-to-know basis when performing investigations

Act as an advisor and partner to both OneMain and its vendor organizations regarding technology operational risks; work collaboratively with impacted parties to assess business drivers and provide recommendations.

Participate in the development and tracking of key performance indicators (KPIs) related to TOC operations, to benchmark and further enhance capabilities.

Develop staff of varying skill levels on both technical competencies/expertise and personal development. Guide in their continued growth and success as individuals and as a team.

Perform special projects and other duties as assigned

Desired Skills

The Technology Incident and Problem Manager position requires thorough understanding of ITIL/ITSM processes with deep knowledge of the various ITSM stages, including but not limited to: Incident Management, Problem Management, Change Management, Configuration Management, Knowledge Management, Continuous Improvement, Service Reporting and KPIs, etc.

In addition to technical expertise, a combination of excellent communication and people management skills is required.

Desired Skills and Experience
Minimum five (5) years of experience in Technology Incident, Problem Management
Three (3) years process improvement in a technology organization
Three (3) years in a management role leading a technical team
Previous experience using IT Service Management tools
Bachelors degree in Information Technology or equivalent experience. Masters degree a plus.
Communicate effectively with all levels of staff, management, and clients both orally and in writing
Strong leadership, problem solving and critical thinking skills. Ability to prioritize and execute autonomously.
Ability to collaborate across the organization and operate effectively with multiple teams and solutions towards a shared goal
Strong understanding of operations technologies and incident management lifecycle

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or 844-463-6178.

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