Incident Management Specialist

7 days ago


Rosemont, California, United States Insight Global Full time
Incident Analyst Job Description

We are seeking an Incident Analyst to drive service-excellence across all of our businesses, leveraging best practices and incident management processes and tools to restore services to their normal operating state within agreed upon service level expectations.

This position will effectively manage the lifecycle of major incidents to the point of root cause, provide metrics on incidents and problems, and work to identify improvements that will ensure the stability of our environment, preventing incidents from reoccurring.

Key Responsibilities:

  • Participate in a 24/7 on-call rotation to manage major incidents
  • Own business impacting events, restoring the environment to normal service operations with cross-functional partners
  • 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

Requirements:

  • 2-3+ years Incident Management AND Problem Management Experience
  • 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
  • ITILv4 or ITILv3 certified or demonstrate knowledge of ITIL best practices
  • Proficient in Microsoft Office Suite, emphasis on Excel and PowerPoint

Salary Information: $42.25/hour, with potential conversion to $85-90K/year salary upon permanent hire.

Location: Rosemont, IL



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