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Job Summary

The Incident and Problem Management Team is responsible for overseeing all Major Incidents and Problem RCA efforts. This includes ensuring compliance with our incident and problem practices, educating associates, and analyzing daily operational activities. The role demands strong analytical skills, cross-organizational collaboration, and a commitment to identifying and implementing permanent solutions.

 

Essential Job Functions

• Participates in incident management to provide immediate response to business disruptions and post-recovery analysis. - (45%)

• Manages root-cause analysis and trend analysis to prevent incident recurrence. - (35%)

• Analyzes Incident and Problem SLA adherence and trends in system outages. - (5%)

• Manages reporting and communication for major incidents affecting brand partners and Customer Care Centers. - (15%)

Minimum Qualifications

• High School Diploma or GED.

• 2+ years in Incident/Problem Management, Security Operations, or related field.

• 2+ years of facilitation experience.

• 2+ years of experience with ITIL or ITSM processes.

• 2+ years of experience with ServiceNow.

Preferred Qualifications

• ITIL V3 or V4 certification.

• Well versed with Microsoft Office 365 suite.

• Advanced certifications in ITIL or project management.

• Leadership experience in technology operations.

• Proven track record of process improvement contributions.

Skills

• Data Analytics

• Problem Solving

• IT Infrastructure Operations

• Time Management

• Critical Thinking

• Active Listening

• Incident Management

• Major Incident Management

Reports To: Associate Manager and above

Direct Reports: 0

Work Environment

• This role is expected to be in office full time in the Easton location and is second shift based.

• On site Thursday, Friday, Saturday, Sunday, Monday.

• 3:00pm - 11:00pm EST.

Physical and Mental Requirements
To perform this job successfully, an individual must be able to perform each essential job function satisfactorily and meet the physical, mental and work environment requirements. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions, absent undue hardship.

• Move/Traverse

• Reaching

• Standing

• Transport/Lifting

Other Duties

This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.

Salary Range (unless otherwise noted below):

$79,500.00 - $144,100.00

Full Salary Range for position:

California: $91,500.00 - $180,100.00

Colorado: $79,500.00 - $151,300.00

New York: $87,500.00 - $180,100.00

Washington: $83,500.00 - $165,700.00

Maryland: $83,500.00 - $158,500.00

Washington DC: $91,500.00 - $165,700.00

Illinois: $79,500.00 - $158,500.00

New Jersey: $91,500.00 - $165,700.00

Vermont: $79,500.00 - $144,100.00

The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.

Bread Financial offers medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability) to eligible associates (regular full-time associates scheduled to work 30 hours per week or more) and their spouses/domestic partners, and child(ren) under the age of 26.  New associate elected coverage begins on date of hire (with the exception of disability coverage which has a 6-month waiting period).  Six weeks of 100% paid parental leave for eligible parents is available after a 180-day waiting period.   Hired associates can immediate