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Incident Response and Problem Management Analyst

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Location: Dallas, TX, United States
Req ID: 015515

Job Description


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Check It Out!

Ready to be a Cooper too? This might just be right up your alley!

We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the lending industry itself. It’s simple, but it won’t be easy. And we’ll need a great team behind us. (That’s where you come in.) We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.


The Incident and Problem Management Analyst is a hybrid position consisting of 2 core functions:

  • Incident Management – The process responsible for managing the lifecycle of priority incidents from start to resolution ensuring the focus is to mitigate customer impact.

  • Problem Management - The process which aims to reduce the adverse impact of incidents and problems that are caused by errors within the IT infrastructure; and to prevent recurrence of incidents related to these errors.


  • Lead Incident Management Bridge calls for high priority issues and drive engaged parties to resolution/restoration of services.

  • Respond to high priority issues escalated from the Service Desk, support teams, management, or business partners.

  • Quickly assess, classify, and prioritize incoming high priority incidents.

  • Collaborate with the Service Desk to quickly identify incident trends as they emerge

  • Monitoring the status and progress of assigned incidents and problems towards resolution.

  • Engage and disengage resources as needed during incident and problem calls.

  • Keeping leadership and affected business partners informed of incident progress

  • Create documentation, derived from the root-cause analysis performed by various teams.

  • Perform root cause analysis (RCA) on any Priority Incident or Problem

  • Host RCA calls with customers, internal support teams, and executive management

  • Perform investigative analysis and reporting on chronic incidents as part of problem management lifecycle.

  • Identify and drive corrective and preventive actions for the IT infrastructure and development partners.

  • Provide metrics and trending analysis to identify the major drivers of IT incidents.

  • Participation in audit activities related to the Incident Management process

  • Ensure configuration management details are accurate

  • Participate in the Incident Management On-Call rotation. This process includes being available (remotely) during off hours, should an escalated issue arise that needs Incident Management participation.


  • Knowledge of ITIL / ITSM Lifecycles

  • Ability to engage with senior level management

  • Ability to translate information and develop insights

  • Aptitude for problem solving and decision making in a fast paced environment.

  • Ability to lead calls assertively while maintaining a collaborative mindset.

  • Strong understanding of CMDB; able to create and maintain relationships for hardware, software, and configuration baselines.

  • Understanding of process maturity, management, and optimization

  • Ability to create reporting and presentations, and effectively communicate the data to multi-level management teams and customers

  • Strong analytical skills, soft skills and customer service abilities are required

  • Strong communication skills


  • ITIL v3 foundations Certification

  • Understand Cloud technologies

  • Minimum 5 years of industry experience, ideally in a services delivery and global ITIL Incident and Problem Management environment.

  • Experience with evolving ITIL processes and automating workflows.

  • Bachelor’s degree, technical training or equivalent combination of education and experience.


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Individuals may need to sit or stand as needed; may require walking, primarily on a level surface, throughout the day; reaching above shoulder heights, below the waist or lifting as required to file documents or store materials; proper lifting techniques required; may include lifting up to 60 pounds.

Movement and lifting of IT equipment such as PCs, monitors, printers, servers.

Additional lifting is required for this job – up to 60 lbs.

Some travel may be required including international.

Mr. Cooper is committed to nurturing a diverse and inclusive environment where every employee is empowered to be their authentic self.  We know that a large part of our success as a business is directly tied to our ongoing efforts to attract and retain diverse talent and maintain an inclusive environment where each employee can thrive.  Embracing and leveraging diversity through an inclusive work environment fosters new ideas, new insights, and constant innovation.  We strive to weave the principles of diversity and inclusion throughout the fabric of how we work, how we interact, and how we engage with our customers and the community.

Job Requisition ID:


Job Category:

Information Technology

Primary Location City:


Primary Location Region:


Primary Location Postal Code:


Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

Line of Business:

Information Technology

Additional Posting Location(s):

Alternate Requisition:


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