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Operational Incident Resolution Analyst-Operations Incident Management Unit (OIMU)

Our Company

At FirstBank PR , we strive to be trusted advisors to our clients, and our employees are the ones that ensure we deliver on our promise of excellence in personalized customer service. Our more than 3,100 employees in Puerto Rico, the Virgin Islands and Florida share a passion for excellent customer service. We are proud of our team because they are continuously surpassing our client’s expectations.

Do you have a passion for helping customers, building relationships, and delivering extraordinary, personalized customer service? If your answer is yes, FirstBank is the number one place for you.

A Brief Overview

The Operational Incident Resolution Analyst is responsible for supporting the Operational Incident and Resolution Manager in the oversight of the end-to-end incident management process across all operational domains, including IT systems, facilities, operational and critical business functions. This role ensures rapid response, effective resolution, governance, and continuous improvement of incident handling practices to safeguard business continuity and operational resilience. The position requires strategic leadership, creative problem solving, cross-functional collaboration, and the ability to manage high-impact incidents under pressure.

What you’ll do

Incident Response & Coordination

• Continuously monitor incident queues and dashboards to identify and assess new incidents across IT systems, facilities, and operational processes.

• Support prioritization of incidents based on severity and business impact, ensuring proper documentation in the incident management system.

• Coordinate with internal teams and external vendors under the guidance of the manager to facilitate timely resolution.

• Track incident progress and provide status updates, escalating issues as directed when SLAs or critical thresholds are at risk.

• Participate in incident bridge calls or virtual war rooms, ensuring accurate notetaking and follow-up actions.

Cross-Domain Management

• Provide operational support for incidents involving IT infrastructure, applications, physical facilities, utilities, and critical business processes.

• Act as a liaison between teams to ensure smooth communication and execution of resolution plans.

• Maintain awareness of cross-domain dependencies and report on potential risks.

Communication & Stakeholder Management

+ Draft and distribute incident notifications, status updates, and resolution summaries using established communication protocols.

+ Prepare detailed incident reports and post-incident reviews, highlighting root causes, resolution steps, and lessons learned for continuous improvement.

+ Ensure transparency and maintain trust by communicating both technical and non-technical information in a way that is understandable to all stakeholders.

Root Cause Analysis & Prevention

+ Collaborate with problem management and technical teams to perform root cause analysis for major or recurring incidents.

+ Document findings and develop actionable recommendations to prevent recurrence, including process changes, system enhancements, or training initiatives.

+ Track and monitor implementation of preventive measures and report progress to leadership.

Compliance & Standards

+ Ensure all incident management activities comply with organizational policies, regulatory requirements, and industry’s best practices.

+ Maintain accurate and auditable records of all incidents, actions taken, and communications for compliance and governance purposes.

What You’ll Need to Succeed

Bachelor’s degree in Business Administration, Risk Management, Information Technology, or related field. Three (3) years or more of experience in banking operations, system testing, system administration, or other related experience. The incumbent is required to have clear verbal and written communications in English and Spanish – without exception.

The individual will be expected to work with minimal up-front guidance and take ownership of their work.

Competencies:

1. Analytical and Critical Thinking- Demonstrates the ability to analyze complex situations, identify patterns, and make sound decisions based on data and logical reasoning.

2. Creative Problem Solving and Accountability- Applies innovative approaches to resolve challenges and takes full ownership of outcomes, ensuring timely and effective solutions.

3. Bilingual Communication Proficiency- Communicates fluently in English and Spanish, with exceptional written and verbal skills to engage diverse stakeholders effectively.

4. Technical Proficiency in MS Office Suite- Exhibits advanced skills in Microsoft Word, Excel, and PowerPoint to prepare reports, presentations, and data analysis.

5. Time Management and Prioritization- Efficiently organizes tasks, manages deadlines, and prioritizes competing demands to deliver results under pressure.

6. Multitasking Under Pressure- Maintains accuracy and effectiveness while handling multiple responsibilities in fast-paced environments.

7. Leadership and Team Direction- Provides clear guidance, motivation, and support to teams, fostering collaboration and high performance.

8. Client-Centric Approach- Demonstrates a strong commitment to understanding and meeting client needs, ensuring satisfaction and long-term relationships.

9. Goal Driven- Focuses on achieving objectives and driving results aligned with organizational priorities.

10. Proactivity- Anticipates challenges and opportunities, taking initiative to address issues before they escalate.

11. Adaptability and Flexibility- Adjusts effectively to changing priorities, environments, and requirements while maintaining productivity and quality.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills required of personnel so classified. The reporting relationship may not reflect the most recent changes to the corporate reporting structure.

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