Data Incident & Problem Management Analyst
FULLY REMOTE ScolerTec is seeking multiple Data Incident & Problem Management Analysts to support enterprise data and cloud-platform operations. This role is responsible for incident triage, escalation, root-cause analysis, recurring problem management, operational reporting, runbook improvement, and coordination across technical and business teams. The ideal candidate has strong experience supporting enterprise data or cloud environments and can drive incidents from detection through resolution while identifying and eliminating recurring issues.
Key Responsibilities
Manage and support incidents affecting data platforms, pipelines, applications, integrations, and related cloud services. Perform incident triage, escalation, coordination, and status communication through resolution. Lead or support root-cause analysis for major or recurring incidents. Identify recurring problems and drive permanent corrective actions. Maintain known-error records, runbooks, operational procedures, and incident documentation. Track incident and problem-management metrics such as MTTR, recurrence rates, SLA performance, and resolution trends. Analyze logs, system behavior, data issues, and operational patterns to identify root causes. Work with engineering, cloud, database, security, QA, and business teams during incident resolution. Support problem reviews and post-incident reviews with clear corrective and preventive actions. Assist with operational readiness, continuity, disaster recovery, and failover activities. Support vulnerability, compliance, and security-related issue tracking where incidents overlap with regulated data environments. Maintain audit-ready documentation and operational evidence. Support Agile delivery teams using Jira, Confluence, or similar tools. Qualifications 5+ years of experience in incident management, problem management, IT operations, data operations, or enterprise technical support. Strong understanding of incident lifecycle, escalation, root-cause analysis, and problem-management practices. Experience supporting enterprise data, cloud, application, or analytics environments. Experience with AWS or comparable cloud platforms. Experience analyzing production issues using logs, monitoring, alerts, and operational data. Experience with ITIL practices, Jira, incident tracking, and operational documentation. Strong analytical and troubleshooting skills. Ability to coordinate technical teams during high-priority incidents. Experience developing runbooks, RCA documentation, corrective actions, and operational metrics. Familiarity with SQL, data pipelines, data quality, or cloud-data platforms preferred. Experience with Databricks or similar modern data platforms preferred. Federal, public-sector, regulated-industry, security, or compliance experience preferred. Preferred Certifications ITIL Foundation AWS certification Security+ SAFe or Agile certification