IT Incident and Problem Management Advisor
Bread
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Job Summary
The Incident and Problem Management Team at Bread Financial 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 team ensures that incident and problem management practices align with defined ITIL processes and procedures, maintaining clear KPIs and driving continuous process improvement. The IT Incident and Problem Management Advisor, oversees a team of analysts responsible for operational support during major incidents, ensuring adherence to KPIs, and continuous improvement of incident processes and support tools. This role requires a strong understanding of IT infrastructure, cloud computing, networking, and ITIL frameworks.
Essential Job Functions
Ensure schedules are adhered to, provide daily coaching, and oversee incident documentation and communication. - (40%)
Conduct training, develop reports for leadership, and contribute to annual appraisals. - (30%)
Analyze incident KPI SLA adherence, drive process improvements, and collaborate with stakeholders for policy changes. - (20%)
Maintain relationships with support team leaders, manage incident reporting, and translate technical language for clients and partners. - (10%)
Minimum Qualifications
High School Diploma
8+ years of experience in incident/problem management or related fields.
8+ years of facilitation skills.
8+ years of ITIL experience.
Preferred Qualifications
Bachelor’s Degree in Computer Science or Information Technology.
ITIL v4 Certification.
Certification in Incident Management.
Project management experience.
Skills
Incident Management
IT Infrastructure Operations
Information Technology Infrastructure Library (ITIL)
IT Service Management (ITSM)
Regulatory Requirements
ServiceNow Platform
Critical Thinking
Process Improvements
Reports To: Manager and above
Direct Reports: 0
Work Environment
Normal office environment. (Remote or Hybrid), 3 to 4 days per month are required in office if within 60 miles of a Bread Financial location.
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
Focus and complete tasks in situations that have a speed or productivity metric
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.
Typical Starting Range:
$120,500.00 - $218,300.00Full Salary Range for position:
California: $138,600.00 - $272,900.00Colorado: $120,500.00 - $229,200.00New York: $132,500.00 - $272,900.00Washington: $126,500.00 - $251,100.00The 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 immediately enroll in Bread Financial’s 401(k) plan.
All associates receive 11 paid holidays. Associates have discretion in managing their time away from work through the Flexible Time Off (FTO) program and may need to notify and receive approval from their manager prior to taking the time off. Associates (except those located in Illinois) receive 80 hours of Paid Sick and Safe Time (“PSST”) upon hire and at the beginning of each subsequent calendar year. Illinois associates receive 40 hours of Illinois PSST upon hire and at the beginning of each subsequent calendar year and 40 hours of Illinois Paid Leave upon hire and at the beginning of each subsequent calendar year. Illinois Paid Leave must be used before associates in Illinois will be approved to take FTO.
Hired associates will be able to elect the purchase company stock during offering periods in June and December. You will be eligible for an annual incentive bonus based on individual and company performance.
Click here for more Benefits information.
About Bread Financial
At Bread Financial, you’ll have the opportunity to grow your career, give back to your community, and be part of our award-winning culture. We’ve been consistently recognized as a best place to work nationally and in many markets and we’re proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled—both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.
Bread FinancialTM is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive suite of payment solutions that includes private label and co-brand credit cards and Bread Pay™ buy now, pay later products. Bread Financial also offers direct-to-consumer products that give customers more access, choice and freedom through its branded Bread CashbackTM American Express® Credit Card and Bread SavingsTM products.
Headquartered in Columbus, Ohio, Bread Financial is powered by its approximately 7,000 global associates and is committed to sustainable business practices.
- Bread Financial offers competitive pay, a comprehensive selection of benefit options including 401(k).
- The Company is an Equal Opportunity Employer.
- Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for the Company.
- The Company participates in E-Verify.
- The Company will consider for employment all qualified applicants, including those with a criminal history, in a manner consistent with the requirements of all applicable federal, state, and local laws, including the Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act. Applicants with criminal histories are encouraged to apply.
- The Company complies with the Americans with Disabilities Act (ADA), as amended, and all applicable state/local laws. The Company will provide accommodations to applicants needing accommodations to complete the application process. Applicants with disabilities may contact the Company to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact the Recruiting Team at TaOps@breadfinancial.com.
Job Family:
Information TechnologyJob Type:
Regular