The Technology Incident and Problem Manager supports the incident detection and prevention program. This role leads and further develops a team of analysts responsible for investigating, documenting, and communicating incident facts as well as performing root cause analysis to prevent future incidents. The Technology Incident and Problem Manager reports to the Technology Operations Center Director, and collaborates closely with Technology teams, and other internal and client stakeholders to empower the business and continuously enhance the operational stability posture of the organization.
As the Technology Incident and Problem Manager your primary objectives are to prevent incidents from happening, to minimize the impact of incidents that cannot be prevented and maintain information about Known Errors and Workarounds. You will provide leadership to various technical teams to guide them in their efforts during high priority ongoing incidents and problem management phases of the service management lifecycle, leveraging best practices according to the ITIL framework. The Technology Incident and Problem Manager must be able to effectively document root cause analysis, business cases, solution strategies, incident and problem tracking, processes, procedures, and knowledge articles associated with implementing fixes and solutions to existing or predicted IT incidents and problems.
Manage the daily operations and effectiveness of the Incident and Problem Management lifecycle, including identification, categorization, prioritization, diagnosis, drafting known error information, root cause analysis facilitation and reporting, implementation of both workarounds and permanent fixes, communication to internal stakeholders, Incident and Problem process management and control, closure, evaluation, review, process reporting, and process improvement.
Benchmark and implement industry best practices to detect and mitigate potential outages
Oversee Technology Incident management for the Enterprise, and other activities that contribute to operational readiness.
Facilitate high priority incident resolution efforts, root cause analysis, and problem remediation
Conduct incident and problem review meetings and provide documented status
Ensuring the implementation of a permanent fix in the production environment with the focus of improving the availability of critical systems
Lead the Incident and Problem team in a fast-paced environment, while exercising composure, professionalism, and teamwork during incidents. Support and oversee incident response activities as the most senior escalation point on the TOC team. Exercise discretion, collaboration and confidentiality on a need-to-know basis when performing investigations
Act as an advisor and partner to both OneMain and its vendor organizations regarding technology operational risks; work collaboratively with impacted parties to assess business drivers and provide recommendations.
Participate in the development and tracking of key performance indicators (KPIs) related to TOC operations, to benchmark and further enhance capabilities.
Develop staff of varying skill levels on both technical competencies/expertise and personal development. Guide in their continued growth and success as individuals and as a team.
Perform special projects and other duties as assigned
The Technology Incident and Problem Manager position requires thorough understanding of ITIL/ITSM processes with deep knowledge of the various ITSM stages, including but not limited to: Incident Management, Problem Management, Change Management, Configuration Management, Knowledge Management, Continuous Improvement, Service Reporting and KPIs, etc. In addition to technical expertise, a combination of excellent communication and people management skills is required.
Desired Skills and Experience
Minimum five (5) years of experience in Technology Incident, Problem Management
Three (3) years process improvement in a technology organization
Three (3) years in a management role leading a technical team
Previous experience using IT Service Management tools
Bachelor's degree in Information Technology or equivalent experience. Master's degree a plus.
Communicate effectively with all levels of staff, management, and clients both orally and in writing
Strong leadership, problem solving and critical thinking skills. Ability to prioritize and execute autonomously.
Ability to collaborate across the organization and operate effectively with multiple teams and solutions towards a shared goal
Strong understanding of operations technologies and incident management lifecycle
Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.
Because we want our team members to bring us their very best every day, we believe they deserve the right opportunities and benefits. That's why we packed our comprehensive benefits package for full- and some part-timers with:
Health and wellbeing options for team members and their dependents
Up to 4% matching 401(k)
Paid time off
Paid volunteer time
OneMain Financial is the country's largest lending-exclusive financial company, proudly serving millions of customers with safe, affordable and transparent installment loans. Our customers turn to us every day-online and at 1,500 branches in 44 states-to help them take control and improve their financial lives with solutions for debt consolidation, medical expenses, household bills, home improvements and auto purchases. Our talented and dedicated team members constantly look for responsible ways to serve our customers when, where and how they want. It's all about doing the right thing-a mission that hasn't changed for more than 100 years.