Associate Principal, Incident/Problem Management
*Hybrid, 3 days onsite, 2 days remote*
*We are unable to sponsor as this is a permanent Full time role*
A prestigious company is looking for an Associate Principal, Incident/Problem Management. This role is focused on incident and problem management, ServiceNow, ITIL, Splunk, etc.
Responsibilities:
- Lead and manage the full life cycle of all incidents, especially major incidents, ensuring swift resolution
- Serve as the command point during major incidents, directing technical teams and coordinating response.
- Manage timely, clear communication with all stakeholders, including executive management.
- Produce comprehensive post-incident and root cause analysis reports.
- Drive continuous improvement of the incident management process and lead post-incident reviews.
- Ensure all incident activities comply with financial industry regulations and security standards.
Qualifications:
- Bachelor of Science in Computer Science or a related discipline or an equivalent combination of education and work experience
- 3+ years of experience in Incident management
- ITIL v4 Certification
- 5+ years in IT Service Management, with at least 3 years in Incident Management in a financial enterprise.
- Expertise in the ITIL framework and ITSM tools (ServiceNow)
- Experience with Microsoft Office desktop tools (Word, Excel, PowerPoint)
- Broad knowledge of ServiceNow
- Broad technical understanding of enterprise infrastructure (networks, cloud, Servers, etc.).
- Experience with monitoring and alerting tools (eg, Splunk).
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