Operations Specialist

Aquent is partnering with a leading financial services firm dedicated to innovation and operational excellence, where your expertise will directly contribute to strengthening their technology infrastructure and enhancing service reliability. This is a pivotal opportunity to join a team focused on critical incident response and proactive problem resolution, ensuring the seamless operation of vital systems. You will play a crucial role in shaping how the organization learns from incidents, driving meaningful change, and leveraging cutting-edge AI tools to revolutionize remediation processes.

About the Role

Step into a dynamic contract role where you will be instrumental in bridging the gap between incident analysis and effective remediation. As a key contributor to the Incident Command Team, you will evaluate, track, and validate critical action items, ensuring they precisely address root causes and drive significant service improvements. This isn't just about closing tickets; it's about making a tangible impact on system stability and operational efficiency. You'll have the unique opportunity to design innovative processes and explore AI-enabled solutions to elevate the quality, consistency, and reporting of remediation efforts, directly influencing the resilience of our technology landscape.

What You'll Do

• Partner closely with Problem Coordinators to gain a deep understanding of critical technology incidents, root-cause analyses, postmortems, and the intended scope of resulting remediation actions.
• Evaluate postmortem, Incident Root Cause Review, and Problem Investigation action items to determine their adequacy in addressing root causes, contributing factors, or service-improvement opportunities.
• Establish clear, measurable acceptance criteria and validate that completed remediation satisfies the action item's original intent.
• Review documentation and supporting evidence from action-owning technology teams before validating action-item closure.
• Track action items through Jira and problem-management tooling, monitoring ownership, due dates, progress, completeness, and closure status.
• Identify accountability and documentation gaps, including missing owners, unclear requirements, insufficient evidence, or unsupported closure requests.
• Prepare accurate reports and dashboards covering action-item status, aging, coverage, closure quality, and remediation effectiveness.
• Analyze incident and problem-management data to identify recurring themes, systemic risks, and opportunities to improve remediation quality and process consistency.
• Design and enhance workflows that support consistent, defensible action-item creation, assessment, tracking, and closure.
• Explore and support AI-enabled assessments, agents, prompts, and automation to evaluate action-item quality, review completion evidence, reduce manual tracking, and improve reporting reliability.
• Partner with Incident Commanders, engineering teams, technology risk, audit, and other stakeholders to strengthen remediation governance and reduce recurrence risk.
• Contribute to data-quality reviews, reporting standards, and documentation practices that support consistent and defensible decision-making.

What You'll Bring

Must-Have Qualifications

• Experience or familiarity with technology operations, IT service management, incident management, problem management, post-incident reviews, or remediation tracking.
• Knowledge of problem-management practices, including root-cause analysis, postmortems, corrective actions, and closure validation.
• Strong analytical and critical-thinking skills, with the ability to evaluate whether remediation is complete, measurable, adequately supported, and effective against the stated root cause.
• Working knowledge of Jira, including tickets, workflows, ownership, due dates, acceptance criteria, and closure documentation.
• Solid technology aptitude and an understanding of incidents involving applications, infrastructure, hardware, software, third-party vendors, or public cloud environments.
• Excellent communication and stakeholder-management skills, including the ability to translate technical information into clear, audience-appropriate reporting.
• Ability to collaborate with technical teams, ask effective follow-up questions, and appropriately challenge incomplete or unsupported remediation.
• Proficiency with Word, Excel, Outlook, and PowerPoint, including building and maintaining structured reports and tracking tools.
• Working knowledge of Agile and Kanban methodologies.
• Ability to manage multiple priorities and consistently deliver timely, accurate, and thorough work.

Nice-to-Have Qualifications

• Experience in a technology risk, audit, controls, governance, or other risk-facing environment.
• Familiarity with ITSM tools such as BMC Helix or Remedy.
• Familiarity with Confluence and data-visualization tools such as Power BI.
• Experience with or interest in AI agents, prompt development, automation, and AI-assisted workflow design.
• ITIL Foundations certification or equivalent ITSM process knowledge.

About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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