Operations Specialist

Aquent Talent is proud to partner with a leading financial services organization dedicated to innovation and stability in the global market. This organization is at the forefront of leveraging technology to deliver exceptional client experiences and maintain robust operational integrity. We are seeking a highly motivated and detail-oriented individual to join a critical team focused on enhancing the resilience and reliability of technology operations within its critical incident management and infrastructure operations function. In this pivotal, net-new role, you will have a direct and significant impact by ensuring that every corrective action taken after a critical incident truly fortifies our systems and prevents future disruptions, moving beyond mere ticket closure to genuine problem resolution.

This role is not about active incident response; it's about strategic post-incident validation. You will be instrumental in strengthening accountability, identifying systemic risks, and driving continuous improvement in our technology remediation processes. Your contributions will directly improve the quality and consistency of our operational resilience, safeguarding our services and enhancing client trust. This unique opportunity allows you to connect post-incident analysis with tangible remediation, design innovative processes, and explore the integration of AI-enabled tools to revolutionize action-item assessment and reporting.

What You'll Do

• Partner closely with Problem Coordinators to understand critical technology incidents, root-cause analyses, post-incident reviews, and the intended scope of resulting remediation actions.
• Evaluate action items from post-incident reviews and problem investigations to determine whether they adequately address root causes, contributing factors, and service-improvement opportunities.
• Help 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 tracking and problem-management tools, monitoring ownership, due dates, progress, completeness, and closure status.
• Identify accountability and documentation gaps, including missing owners, unclear requirements, insufficient evidence, and 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 AI-enabled assessments, agents, prompts, and automation to evaluate action-item quality, review completion evidence, reduce manual effort, and improve reporting reliability.
• Partner with incident-management leaders, 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, 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, including the ability to determine whether remediation is complete, measurable, adequately supported, and effective against the identified root cause.
• Working knowledge of workflow, tracking, and problem-management tools, including tickets, workflows, ownership, due dates, acceptance criteria, and closure documentation.
• Strong 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 details into clear, audience-appropriate reporting.
• Ability to collaborate effectively with technical teams, ask thoughtful follow-up questions, and appropriately challenge incomplete or unsupported remediation.
• Proficiency with Word, Excel, Outlook, and PowerPoint, including experience building and maintaining structured reports and tracking tools.
• Ability to manage multiple priorities while consistently delivering timely, accurate, and thorough work.

Nice-to-Have Qualifications:

• Experience in technology risk, audit, controls, governance, or another risk-facing environment.
• Familiarity with IT Service Management (ITSM) tools.
• Familiarity with collaboration and documentation platforms and data-visualization tools.
• Experience with-or a strong interest in-AI agents, prompt development, automation, and AI-assisted workflow design.
• Working knowledge of Agile and Kanban methodologies.
• 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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