Incident & Problem Mgmt ITIL Specialist (Telecommuter, US)

About this role

About the role
This is a unique opportunity to join the Process Integration and Management (PIAM) team, in a role that goes beyond standard operations. As a PIAM Asset Management analyst, you’ll be working within a dynamic and supportive ecosystem on a prestigious customer account, supporting critical service processes.
In this role you will be the operational lead for Major Incident Management and Problem Management, while also maintaining a strong working knowledge and assist in the delivery of key ITIL functions, including Asset Management, Change Management, and Release Management.
What you'll be doing

• Preferable experience or understanding of Problem Management and Incident Management

• Logging and classification of all inbound disruptions, service requests, or user tickets.

• Prioritizing incidents based on business impact and urgency.

• Restoring service via fast workarounds or fixes to meet target SLAs.

• Escalating unresolved tickets smoothly to specialist second-line or third-line support teams.

• Communicating status updates clearly to affected users and stakeholders during outages.

• Closing incident files and confirming user satisfaction once normal operation resumes.

• Identifying the root cause of one or more recurring or high-impact incidents.

• Conducting systematic root cause analysis (RCA) using methods like the 5 Whys or Pareto analysis.

• Creating and publishing temporary workarounds for the service desk while permanent fixes are found.

• Submitting formal change requests for permanent architectural or code corrections.

• Maintaining a database of known errors and permanent solutions for future reference.

• Performing trend analysis on historical ticket data to proactively spot latent IT weaknesses.

• Audits process compliance to ensure IT support teams follow agreed-upon workflows.

• Manages the process of lifecycle, including design, rollout, and regular structural reviews.

• Reviews and approves critical process documentation, training materials, and standard templates

• Govern the Major Incident Management (MIM) framework for high-priority, business-critical outages.

• Convene Post-Incident Review (PIR) meetings for critical disruptions to initiate Root Cause Analysis (RCA).

• Mediate cross-functional conflicts regarding ticket ownership, prioritization, and technical accountability.

• Partner with Change Management to ensure permanent problem fixes are safely deployed to production.

• Define and monitor Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) for both practices.

• Track operational metrics: Mean Time to Repair (MTTR), SLA breach rates, and first-contact resolution.

• Track systemic metrics: Incident recurrence rates, proactive problem volume, and open backlog trends.

• Deliver monthly performance data and risk assessments to IT executives and business stakeholders.

• Partner with business leaders to deliver services that support company objectives and that are consistent with Winning Together values.

• Embrace and support Computacenter’s mission and core values.

What you have

• Minimum of 5 years of experience working in an enterprise IT, service management, or business environment.

• Strong working knowledge of ITIL processes, including Asset, Change, and Release Management.

• Bachelor’s degree in information technology, Business Administration, Engineering, or a related field, or equivalent practical experience.

• ITIL certifications preferred

• Active U.S. Government security clearance preferred.

• Ability to work independently and as part of a collaborative team.

• Good knowledge and experience of SAP, MS Office and MS Teams

• Strong communication, decision making, pro-active and stakeholder engagement skills

• Excellent skills in Root Cause Analysis

• Excellent attention to detail

• Strategic thinking and tactical execution skills

• Excellent written and verbal communication skills

• Strong organizational and time management skills with the ability to prioritize and manage multiple tasks simultaneously.

• Can build trust, be assertive when required and shows initiative and enthusiasm

• Resilience, and able to deal with stressful situations

• Business and financial acumen with strong analytical skills

• Demonstrate an understanding of product supply chains

• Commercially astute

• Team-oriented working and thinking

What you can expect
There’s so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.
About us
Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We’re a public company quoted on the London FTSE 250 (CCC.L) and employ over 21,000 people worldwide. In the US, we support some of the country’s best-known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta.
Originally posted on Himalayas