Service Management Specialist - Incident Management

Note: Its a contract to hire role - Apply only if you're local to Newark, NJ and open for Hybrid opportunities & comfortable working independently (i.e., W2) or under your own corporation (i.e., Independent Corporation).

IRIS direct end client which is one of the Fortune 500 company and an international life insurance and financial services firm is urgently looking to hire Service Management Specialist (Incident Management) – Newark, NJ (Hybrid). This is a Contract to Hire opportunity.

Service Management Specialist (Incident Management)

Newark, NJ 07102 (Hybrid/ 3 days office & 2 days work from home)

Nature of Contract – Contract to Hire Role

Job Summary:

We are seeking a skilled Service Management Specialist to join our Operations Control Center (OCC). In this role, you will be central to managing high-priority technology incidents, driving root cause analysis, and implementing continuous improvement initiatives. The ideal candidate is a proactive problem-solver with a strong enterprise technology background and excellent facilitation skills.

Responsibilities

• Lead the facilitation and resolution of major enterprise IT incidents.
• Conduct root cause analysis and oversee the implementation of corrective and preventative actions.
• Coordinate cross-functional teams to document investigation status and action plans.
• Develop and contribute to executive-level communications and reports.
• Assess risk, manage escalations, and participate in major incident reviews.
• Analyze incident trends to identify proactive improvements and support OCC process enhancements.

Required Qualifications

• Bachelor’s degree in a technology field or equivalent experience.
• 5-7 years of experience in application/infrastructure technology roles, risk, or controls.
• Strong practical knowledge of technology stacks, including cloud services and core infrastructure (network, security, application architecture).
• Proven ability to translate technical concepts for non-technical audiences and influence technical outcomes.
• Excellent communication, analytical, and problem-solving skills.
• Understanding of ITIL principles (ITIL v3 Foundations a plus).
• Experience with metrics reporting and continuous improvement; familiarity with Agile is a plus.
• Working knowledge of ServiceNow, Jira, or Dynatrace is advantageous.

Looking forward to hear from you...!!!

Best Regards,

Bharat Sharma

Sr. Talent Acquisition – Executive

Iris Software

200 Metroplex Drive, Suite #300

Edison, NJ 08817

Mail: bharat.sharma@irissoftware.com | www.irissoftware.com