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Major Incident Management Analyst
2 months ago
*Description:* Incident Management: o Lead the resolution of major incidents across all IT services, coordinating efforts across multiple teams and vendors. o Ensure timely communication to stakeholders and leadership during incidents, providing regular updates on status, impact, and resolution efforts. o Facilitate post-incident reviews (PIRs) to identify root causes, gather lessons learned, and implement improvements to prevent recurrence. Coordination and Communication: o Act as the single point of contact (SPOC) during major incidents, ensuring all relevant parties are engaged and informed. o Liaise with cross-functional teams including Network Operations, Infrastructure, Applications, and Service Delivery to drive incident resolution. o Develop and maintain strong relationships with internal and external stakeholders to enhance collaboration and incident response efficiency. Process Improvement: o Analyze incident trends and recommend process improvements to enhance incident detection, response, and resolution. o Contribute to the continuous improvement of incident management processes, ensuring alignment with ITIL best practices. o Collaborate with the Problem Management team to identify underlying issues and ensure permanent resolutions are implemented. Documentation and Reporting: o Maintain accurate records of all major incidents, including actions taken, communications, and final resolution. o Produce detailed incident reports for management and stakeholders, highlighting the impact, resolution, and any follow-up actions. o Ensure all documentation is in line with organizational policies and audit requirements. Compliance and Governance: o Adhere to all relevant compliance and governance frameworks, ensuring that incident management activities are conducted in line with regulatory requirements. o Participate in audits and provide necessary documentation and reports as required by internal and external auditors. Training and Development: o Provide training and guidance to other team members on incident management processes and best practices. o Stay updated with the latest developments in incident management tools and techniques, continuously enhancing skills and knowledge. Deliverables: o Timely and effective resolution of major incidents, minimizing business impact. o Comprehensive incident reports, including root cause analysis and recommendations for improvement. o Regular updates to stakeholders and management on the status of ongoing incidents and the effectiveness of incident management processes. Performance Metrics: o Incident resolution times and adherence to SLAs. o Number of recurring incidents and implementation of permanent fixes. o Stakeholder satisfaction with incident management and communication processes. *Skills:* Incident response, Incident management, Itil, Servicenow, Reporting, Service desk, Monitoring tools, Problem management, Ticketing system *Top Skills Details:* Incident response,Incident management,Itil,Servicenow,Reporting,Service desk,Monitoring tools *Additional Skills & Qualifications:* Role is a Contract to Hire
- Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
- Experience Level:*
