Incident Management Analyst

2 weeks ago


Bloomington, United States Cynet Systems Full time
We are looking for Incident Management Analyst for our client in Bloomington, IL Job Title: Incident Management Analyst Job Location: San Antonio, TX Job Type: Contract Job Description: Responsibilities:
  • Managing critical events, which includes; facilitating triage calls to engage technical support teams, coordinating service restoration activities, and communicating all relevant details to key business and client stakeholders.
  • Ensuring that our ITIL aligned Incident Management processes are followed so that event management is consistent throughout the organization & the Incident lifecycle.
  • Documenting all details related to Major Incidents; persons & teams engaged, service restoration activities, associated results, root cause results, preventative action items, for Problem Management.
  • Conducting after-action reviews & RCA (Root-cause-analysis) investigations with all parties actively engaged during a Major Incident and participating as needed in the Problem Management process as part of the investigatory team.
  • Working as part of a regional team to cover Major Incident response for the week this requires regular scheduling.
  • Participating as a member of the global team to coordinate seamless transition of active events across and between regions (follow the sun), and participate in and assist with communications, reporting, and follow up actions.
Education and Experience:
  • 1+ year experience in Service Desk/Help Desk support.
  • Experience using various computer applications including Microsoft Office suite.
  • Excellent verbal and written communication skills.
  • Strong troubleshooting skills.
  • Calm under pressure.
  • Ability to prioritize competing demands.
  • Strong team player, good analytical and problem-solving skills.
  • Excellent oral and written communication skills.
Nice To Haves:
  • ITIL Foundations Certification a plus.


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