Sr. Engineer, Incident and Problem Management
- Contract at TriMet
- Hybrid schedule (up to 2 days/week remote)
- Compensation is market rate / DOE
TriMet is seeking a passionate and experienced Sr. Engineer to join our IT Operations team. In this critical role, you'll be at the forefront of ensuring the reliability, security, and efficiency of our technology services that support bus, rail, customer-facing systems, and more.
Position overview: TriMet is maturing their Incident and Problem management process and are seeking an experienced contractor to help the team jump start the space and build out as well as implement/manage the process. For those reasons, having strong and directly related experience in a large enterprise with mature practices, and where resilience is key to the company success with 24x7 operations, will be key. After learning the environment, this role may be asked to participate in the on call rotation.
Key Responsibilities:
- Lead the daily incident and problem management of overall IT Operations, proactively delivering safe, secure, reliable, and cost-effective technology services.
- Define, implement, and manage 24x7 ITIL-compliant Incident and Problem Management processes, adhering to industry best practices.
- Provide effective leadership to technical experts and IT leaders during incident resolution.
- Develop, coordinate, and implement operational plans for normal, degraded, and emergency service conditions.
- Ensure timely and accurate technical and business impact communications to a broad audience, including executives.
- Establish and lead the formal Problem Management function, driving mitigating actions to closure.
- Collaborate with internal partners to develop and implement IT operations policies and procedures.
- Serve as an on-call manager for a 24/7 operation.
Qualifications:
- Bachelor's degree in Computer Science or IT (Master's preferred).
- 6+ years of total credited IT experience.
- 10+ years of experience in IT operations, managing large complex systems and various IT Infrastructure components (Servers, Storage, Network, Cloud, etc.).
- 3+ years of experience in Incident and/or Problem Management within a large enterprise.
- 3+ years of experience with ITSM in a technology operations environment (Preferred).
- 3+ years of experience providing services as a lead or participant in achieving SLA/KPI targets (Preferred).
- 2+ years of lead or technology project management experience.
- ITIL Foundations v4 certification required within 30 days of hire; ITIL Strategic Leader or Managed Service Professional preferred.
- Excellent verbal and written communication skills.
- Strong analytical, problem-solving, and leadership abilities.
Why work at TriMet?
- Contribute to the essential services that keep our community moving.
- Work in an environment that prioritizes safety, collaboration, and customer service.
- Enjoy a hybrid work schedule with the possibility of up to two days of remote work per week.
- We are committed to creating an inclusive and respectful workplace.