Get AI-powered advice on this job and more exclusive features. This range is provided by Swoon. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range $115,000.00/yr - $130,000.00/yr Direct message the job poster from Swoon Overview In this role, you will be responsible for leading the end-to-end incident management process in accordance with the ITIL framework . The ideal candidate must have a deep understanding of IT infrastructure, strong communication skills, and the ability to operate calmly and decisively under pressure , especially in a fast-paced and highly-regulated financial services environment. RESPONSIBILITIES Lead and manage the full lifecycle 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 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) Ability to work with a team, ensuring team efficiency Excellent verbal and written communication skills, with proven ability to lead under pressure. Strong analytical and problem-solving abilities 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 (e.g., Splunk). WHAT'S NEXT? Apply Now! Reach out to hanna.bergeson@swoonstaffing.com with any questions. Chicago, IL #J-18808-Ljbffr Swoon
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