ITIncidentManagementSpecialist

## Accountabilities Monitor enterprise systems and applications to detect, triage, and coordinate resolution of IT incidents and events. Develop, update, and maintain operational documentation, including SOPs, knowledge articles, escalation procedures, and playbooks. Support configuration and maintenance of monitoring dashboards and event management tools aligned with operational standards. Collaborate with application, infrastructure, and operations teams to ensure accurate incident response workflows and system visibility. Analyze performance trends and alerts to identify recurring issues, service degradation, and potential failures. Ensure critical business functions, impact assessments, and maintenance schedules are accurately reflected in monitoring systems. Validate and improve alerting accuracy to reduce false positives and improve operational efficiency. Coordinate cross-functional incident resolution activities and ensure timely communication during outages or disruptions. Requirements: 5+ years of experience in systems administration, IT operations, or enterprise infrastructure support. Strong experience with IT monitoring, incident management, and operational performance analysis in complex environments. Hands-on experience with APM and monitoring tools such as AppDynamics, Dynatrace, Splunk, Aternity, or SolarWinds. At least 2+ years of experience working with Splunk for application monitoring and log analysis. Proven ability to create and maintain technical documentation, SOPs, and operational playbooks. Experience working with ITSM tools such as ServiceNow and enterprise monitoring platforms. Strong proficiency in Microsoft Office tools including Excel, Word, PowerPoint, and SharePoint. Ability to troubleshoot system and application issues across distributed environments. Bachelor’s degree in Computer Science, Engineering, Mathematics, or equivalent experience. Eligibility to obtain and maintain Public Trust or equivalent clearance. Benefits: Competiti