Major Incident Management Analyst
2 weeks ago
We currently have an immediate need for the following:
Job Title: Major Incident Management Analyst
Location: Lake County, IL USA- REMOTE
Compensation: $38.00 per hour, Paid Time off, Company 401k contributions, Health, dental, and vision insurance. Total Annual Compensation including benefits is $ 88,000.00
PLEASE NOTE THIS IS A REMOTE POSITION WITH 3rd SHIFT HOURS 11pm-8am Sun-Thur CST
Resume Requirements
The following resume requirements must be met for resume to be considered.
- Candidates first and last name (legal spelling) must be at the top of the resume.
- Valid email address must be at the top of the resume. LinkedIn links will not be accepted it must be a valid email address so our recruiters can respond to your resume.
- Please refrain from submitting resumes with candidates’ photo they will not be considered
- 3 to 6 years of recent Major Incident Management experience REQURED.
- 3 to 6 years of Problem Management experience REQUIRED.
- Qualified as an IT generalist experience REQUIRED.
- Business Proffessional Communication Skills REQURED
- 3 to 6 years of ServiceNow or other ITSM tools REQUIRED.
- ITIL experience / certification
- Experience managing ITIL Service Operations processes e.g. Incident and Problem
- Ability to run a meeting / document the meeting activities.
- Basic IT infrastructure knowledge is expected.
- Overtime will be as expected(hours outside of M-F 8am-5pm) when teammates take time off.
- 11PM to 8AM CST Sunday-Thursday
- Cover for other shifts as needed- may be required to cover other team members outside of this time zone as needed.
- No travel required.
- Provides Incident Management, Provides Major Incident Management and Problem Management services as part of the Incident Command Center team.
- Supports other Incident Command Center initiatives designed to drive down the impact of incidents, prevent the occurrence/re-occurrence of incidents, and promote production stability.
- Supports continuous improvement efforts for Major Incident and Problem processes.
- Applies knowledge of the client’s high-level architectures, ITIL practices, Managed Service Providers, and/or operations teams to drive resolution of Major Incidents and technology Problems.
- Establishes plans and processes to ensure that all required technology support resources are aligned and available when needed.
- Monitors process activities and uncovers risks and issues to ensure production stability.
- Provides oversight for Major Incident Management service to ensure execution activities are defined and planned and resolution targets are met.
- Ensures Major Incident and Problem Management processes are planned and executed using current standards, methodologies, tools, and processes and follows rules for requesting exceptions, where justified, to achieve department priorities.
- Provides strategy, governance and oversight of the Major Incident and Problem Management processes to ensure alignment with department priorities.
- Provides cross functional coordination of Managed Service Providers, Business Technology Organizations, and/or operations teams.
- Maintains productive relationships with colleagues and internal users of our department services.
- Manages our critical success factors (CSFs) and key performance indicators (KPIs) associated with Major Incident and Problem Management.
- Creates weekly presentations on Major Incident and Problem metrics and key insights.
- Identifies opportunities for improvement of process and metrics reporting.
- Adheres to applicable policies and procedures and follows best practices.
- Bachelor’s degree in information technology, Computer Science, or Computer Engineering. Equivalent experience is defined as 6 years combined experience in the above areas.
- Experience in IT engineering and/or IT infrastructure.
- Project management experience desired.
- Foundational knowledge of ITIL framework and Service Operations (Major Incident Management and Problem Management)
- Knowledge of ServiceNow or other ITSM tools desirable.
- General technical knowledge.
- Ability to document incidents and manage technical bridge calls.
- Years of experience/education and/or certifications required:
- Bachelor’s degree in information technology, Computer Science, or Computer Engineering OR 6 years of equivalent experience
- ITIL experience / certification
- Experience managing ITIL Service Operations processes e.g. Incident and Problem
- Ability to run a meeting / document the meeting activities.
- Basic IT infrastructure knowledge is expected.
- Overtime will be as expected(hours outside of M-F 8am-5pm) when teammates take time off.
- 11PM to 8AM CST Sunday-Thursday
- Cover for other shifts as needed- may be required to cover other team members outside of this time zone as needed.
- No travel required.
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