Incident Response Analyst

Job#: 3054794 Job Description: The position requires an individual that is innovative with a great deal of initiative and a collaborative, yet proactive approach. The candidate will be expected to provide Problem Management coordination, data analysis and relationship management capabilities within the team. This function is integral to the success of the bank's stability by identifying root cause of issues, preventing recurrences, identifying potential disruptions, and proactively implementing mitigations to maximize service availability across Network Services. The ideal candidate possesses excellent communication skills, will participate in the implementation and ongoing adherence of the Problem Management process, and serves as a fully seasoned/proficient process resource. The candidate will provide process knowledge and capabilities as an individual contributor and will work under minimal supervision, with general guidance from more seasoned consultants or managers Lead Problem Investigation efforts for all network technologies Conduct proactive assessments of events to determine opportunities for root cause investigation Ensure that the problems for which they are responsible for: Reviews Problem priority and determines if the impact or urgency needs to be adjusted Progress (and are tracked) through the Problem Management process in a timely and prioritized fashion Ensure that the information entered/documented is accurate and complete; Including, but not limited to, workarounds, solutions, process enhancements, and root cause Ensure that the root cause is determined Monitor Problem queues via the Remedy Problem Console, eSmart and Tableau dashboards Periodically review their problem investigations for which a practical solution could not be found or is undetermined Verify structural solutions and close the known errors and problem investigations that they manage Maintains open Problems for status changes and ensures the data quality in the PBI and PKE records for weekly management reports and Monthly Scorecard Coordinates Problem resolution with any relevant stakeholders, both technical and business as required Provide information and host LOB meetings to customer/end-user regarding the status of their known errors (PKE) and problem investigations (PBI) records Communicate with the customer/end-user to gain agreement that the known errors (PKE) and problem investigations (PBI) records have been resolved and closes the record Conduct problem process audits for a sampling of problems B.S. degree in Computer Science, Engineering, Business, or equivalent preferred Excellent oral and written communication. – Must be able to communicate at all organizational levels Experience Range*- 5 to 7 Years ITIL Foundation Certification Experience with Problem or Incident Management Knowledge of IT Technical skills across multiple disciplines The ability to provide leadership skills (self-starter / self-motivated) Organized and detail oriented Strong technical acumen Strong analytical skills Knowledgeable on JIRA, Confluence, and experience with Agile framework SCRUM ceremonies The candidate must have excellent client interfacing skills, strong verbal and written communication skills and ability to work with all levels of management. Candidate should have experience operating with colleagues across different time zones with a flexible approach to working hours (ability to work varied hours) to successfully interact and communicate on a global level Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico. Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide. Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered. UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems. © 2026 Everforth, Inc. All rights reserved. Everforth Apex Systems is part of the Commercial Segment of Everforth, Inc. NYSE: EFOR 4400 Cox Road Suite 200 Glen Allen, Virginia 23060 Everforth Apex is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. (Do not submit resumes or solicit consultants to this email address). UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex.