Technology Incident & Problem Strategist

Apply

How to Apply

Apply Now button at the top or bottom of the page to start your application. After you click Apply Now and complete your application, you’ll be invited to create a profile to view status and communications. If you already have a profile, log in to check status.

Need Help?

If you have a disability and need assistance with the application, you can request a reasonable accommodation by email:  (accommodation requests only; other inquiries won’t receive a response).

The Opportunity:

Become One of Our Technology Detectives

Do you have a passion for turning incident and problem data into clear themes and decisive actions? Are you driven to connect the dots others miss across changes, vendors, software, infrastructure, and batch processing? We’re looking for a Technology Incident & Problem Strategist to hunt for systemic risks hidden in our operational data and convert them into action based and governance ready recommendations.

Your mission is to move beyond surface level ticket noise and become an investigator for our technology organization. You won’t just report on what happened; you will show why it happened, quantify impact, and build the strategic case for controls that prevent recurrence (e.g., change evidence gates, dependency mapping, synthetics, vendor SLOs, queue/back pressure baselines). This is a high visibility role where your analytical horsepower directly improves stability, resilience, and client experience.

• Hunt for Hidden Patterns: Ingest and normalize operational data (incidents, problems, changes, CMDB/vendor signals) and deduplicate Incident IDs to measure true impact. Bucket “Detailed Themes” into Change, Vendor, Software, Infrastructure, Batch Processing; summarize by month and service/channel.
• Conduct Forensic Analysis: Challenge first assumptions with root cause themed analytics (e.g., Category vs. Root Cause theme heatmaps, incident per theme counts, repeat analysis). Tie symptoms (timeouts, backlogs, lock contention) to design or governance gaps.
• Tell the Story with Data: Produce executive ready narratives that connect data → theme → control in one page. Recommend the fewest, most powerful actions (governance gates, vendor version catalogs, QoS profiles, batch windows, queue prefetch/back pressure).
• Partner with Elite Engineers: Work with Problem/Incident Management, SRE/Platform, Network/Security/PKI, and Vendor Management to turn insights into implemented controls, with owners, timelines, and success metrics.