Incident Resolution Specialist
2 weeks ago
We are seeking a highly skilled Incident Analyst to join our team at V-Soft Consulting Group. As an Incident Analyst, you will be responsible for creating metrics and reporting for measuring corrective action success and the impact of corrective actions on reducing mean time to resolve incidents and the number of incidents throughout the environment.
Key Responsibilities:- Develop and maintain incident and problem management policies, procedures, processes, and documentation related to incident and problem management tools.
- Participate in a 7x24 on-call rotation to manage major incidents.
- Ensure timely communications and updates are provided to key stakeholders for major incidents.
- Drive root cause analysis activities by conducting meetings to review major and repeatable incidents, identify areas of improvement, assign corrective actions, and monitor corrective actions to completion.
- Work with internal and external support teams to ensure that the requirements are being met in incident and problem management meetings.
- Ensure adherence to Incident and Problem Management process and service level expectations (SLEs) through monitoring and escalation where needed.
- Own business impacting events, restoring the environment to normal service operations with cross-functional partners.
- ITILv4 certified or demonstrate knowledge of ITIL best practices.
- ITIL Intermediate Certification.
- PMP Certified.
- Bachelor's degree in computer science or related IT field with 3 plus years of work experience in Global/Enterprise Support, Business Processes and/or Change Management or HS Diploma with 6 plus years of work experience in Global/Enterprise Support, Business Processes and/or Change Management.
- Excellent communications skills.
- Proficient in Microsoft Office Suite, emphasis on Excel and PowerPoint.
- 3 years Incident Management Experience.
- 3 years Problem Management Experience.
- Strong understanding of network, server, and infrastructure technologies.
V-Soft Consulting Group is a recognized leader in the staffing industry, with a wide range of technology services and partnerships across diverse technology stacks. As a valued V-Soft Consultant, you'll be eligible for full benefits, a 401(k) plan, competitive compensation, and more. We're committed to providing equal employment opportunities to all employees and applicants for employment, and we prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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