Business Incident Specialist (North America Hours) needed at MRI Software

Job Summary:

• The Incident and Problem Manager serves as the primary point of contact for all critical incidents and problem records.
• This role is responsible for coordinating cross-functional teams during high-impact events, ensuring clear communication with stakeholders, and driving root cause analysis to prevent recurrence.
• The role is essential to maintaining service reliability and supporting continuous improvement through structured incident and problem management practices.

Key Responsibilities:

Critical Incident Management:

• Act as the central point of contact for all critical incidents.
• Coordinate with technical and business teams during investigation and recovery efforts.
• Provide regular updates to stakeholders, including internal leadership and case owners.
• Maintain real-time communications through status platforms during ongoing outages.
• Ensure closure of all incidents following resolution and end-user confirmation.

Problem Management & Root Cause Analysis:

• Manage the full lifecycle of problem records from creation to closure.
• Lead and coordinate root cause investigations for serious and recurring issues.
• Initiate and track problem tasks (PTasks) to address identified root causes or corrective actions.
• Conduct regular reviews of open problem records and associated tasks to ensure timely resolution and accountability.

Qualifications:

• Experience in incident and/or problem management within an ITIL-aligned environment.
• Strong communication and coordination skills, especially in high-pressure situations.
• Proficiency with IT service management tools (e.g., ServiceNow, Jira, StatusCast).
• Highly organized with excellent analytical and follow-up skills.
• Ability to collaborate effectively across technical and business teams.

Preferred Qualifications:

• ITIL Foundation Certification or higher.
• Experience in enterprise IT operations or service delivery.
• Background in client-facing or cross-functional coordination roles