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Realtech Services

Hiring: GenAI Engineer

Charlotte, NC · On-site

The ideal candidate will have expertise in Large Language Models (LLMs), AI agents, workflow automation, API integrations, and cloud-based AI services. This role will focus on building scalable AI ...

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Infographic showing various job openings at Realtech Services in the United States as of June 2026, with employment types broken down into 100% Contract. Highlights an 100% Physical job distribution.

Hiring: Incident Management / Problem Management

Realtech Services

Charlotte, NC • On-site

Contractor

Posted 5 days ago

Job description


Job title: Incident Management / Problem Management

Location: Charlotte, NC

Duration: Long Term Contract

Key Responsibilities

  • Define, maintain and consistent execution of the incident management process and policies.
  • Perform real-time business impact assessments and communicate risk and customer impact to stakeholders
  • Effectively communicate updates to stakeholders during major incidents by providing accurate information. 
  • Should work as a single point of contact for production support vertical teams and senior leadership for any kind of updates during the major incidents.
  • Ensure the processes align with business objectives and industry best practices.
  • Govern and improve the effectiveness of the incident management process.
  • Provide training and awareness of incident management processes
  • Provide structured, timely communication to senior leadership and business partners during incidents
  • Drive Problem Management including root cause analysis, post-incident reviews (PIRs), and corrective action tracking
  • Apply Change Management practices to ensure stable and controlled remediation while minimizing risk of incident recurrence
  • Ensure strong alignment between Incident, Problem, and Change Management processes
  • Identify trends through data analysis and lead continuous service improvement (CSI) initiatives
  • Develop and maintain dashboards and performance metrics such as MTTR, incident trends, and service stability metrics
  • Ensure compliance with ITIL practices, risk, and enterprise governance frameworks
  • Escalate incidents to higher level support teams when required.
  • Escalate incidents to vendors or third-party providers if necessary.

Required Qualifications

  • 4–5 years of IT Service Management experience with focus on Incident, Problem, and Change Management
  • Strong knowledge of ITIL framework (v3 or v4)
  • Hands-on experience with ServiceNow (Incident, Problem, Change, Reporting modules)
  • Proven experience managing major incidents in high-pressure environments
  • Strong understanding of how change controls reduce incident recurrence and improve stability
  • Experience in data analysis, reporting, and dashboard development
  • Excellent verbal and written communication skills with ability to provide executive-level updates
  • Ability and willingness to provide support during weekends and off-hours as needed

Preferred Qualifications

  • Experience in financial services or highly regulated environments
  • ITIL certification (Foundation or higher)
  • Experience supporting 24x7 enterprise operations
  • Exposure to risk management and control frameworks

Critical Success Factors

  • Ability to lead effectively during high-severity incidents with composure and accountability
  • Strong communicator capable of influencing stakeholders under pressure
  • Data-driven mindset focused on operational excellence and continuous improvement
  • Strong alignment to risk, control, and service stability objectives
  • Ability to balance speed of recovery with disciplined change governance