Major Incident Analyst

Primary Responsibilities and Activities

• Leads Major Incident bridge calls for issues that have a significant business impact to company
• Engages the technical teams required to investigate and resolve the issue
• Facilities and drives the bridge call to ensure that progress is being made towards restoring service
• Escalates to technical team leadership as appropriate
• Develops and distributes regular status updates to key IT and business stakeholders
• Maintains a detailed log and timeline of all activities (issue start time, technical team engagement, restoration, etc.)
• After service has been restored, works with technical teams to perform Root Cause Analysis (RCA) and identify and document preventative measures and follow-up actions
• Oversees the creation and maintenance of Knowledge Articles (i.e., Known Errors, Workarounds, etc.)
• Performs governance activities for the Major Incident, Problem and Knowledge Management processes (process adherence, issue resolution, etc.)
• Develops and delivers management reports covering outage details, root cause, trending, etc.
• Acts as subject matter expert in all topics related to the Major Incident and Problem Management processes
• Supports Problem and Major Incident process improvement initiatives
Experience Requirements:

• At least 4+ years in a similar role as a Major Incident and/or Problem Management Analyst
• 8+ Years of prior experience in IT Support environment
• Experience leading restoration efforts for critical infrastructure and/or application issues
• Experience with Problem Management techniques such as “5 Whys”
• Strong understanding of IT Service Management (ITSM) toolsets such as Remedy
• Knowledge of other ITSM process areas, including Service Desk, Knowledge Management and IT Change Management
• Experience working in a global setting is a big plus
• Experience collaborating with cross-functional teams and resolving conflicts when they arise
 
Education Requirements:

• Bachelor’s degree required
• ITIL Foundation certification is highly desired
Knowledge, Skills, Abilities, and Behavior Required:

• Excellent English communication skills (both written and verbal) with strong presentation and facilitation skills at all levels in the organization (from individual contributor to executive level)
• Strong analytical, problem-solving and critical thinking skills
• Broad technical knowledge across IT, including data center, networking, and applications
• Structured, innovative, take-charge individual that is a self-starter requiring little supervision
• Effective in high stress situations
• Excellent decision-making and conflict resolution skills
• Willingness to work outside of normal business hours and be available for on-call support on roster during the weekends as needed