Incident Analyst/Manager

• Requires 3+ years work experience as an incident analyst/manager in a large, enterprise environment
• Bachelor’s degree in related field.
• Must have working knowledge of Data Center automation and monitoring, including service level based monitoring.
• En-depth knowledge and proven experience in trouble shooting, problem determination, root cause analysis and rapid problem resolution.
• Must be knowledgeable on complex networks, open systems and mainframe computing services.
• Must have a thorough understanding of ITIL; Incident, Problem, Change, Configuration Management principles.
• ITIL v3 Foundations certification is required
• Previous retail experience desired.
• Must possess strong leadership abilities and able to lead service restoration efforts across the organization.
• Good understanding of production IT Environment and IT Operations
• Strong communication skills required; written and oral communications.
• Demonstrates a high level of energy, results driven and able to work under pressure.
Key Responsibilities include, but are not limited to:
• Restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained
• Facilitate the outage calls and ensure that all the required resources are engaged to work a high priority incident.
• Ensuring that effective communication is maintained with the Executives, Business Leadership during a high priority incident.
• Responsible for monitoring and operating multiple IT platforms
• Must have a solid understanding of all key ITIL disciplines and processes.
• Drives service restoration for all technical interruptions
• Works toward continuous operational and process improvement while maintaining 100% compliance with quality and legal standards.
• Must have a high degree of technical knowledge to understand the environment and provide Management updates when needed.
• Understanding of IT impact to the business and raises alternatives workarounds.
• Responsible for technical and service monitoring, detecting and incident handling for all technology related incidents.
• Collaborates with other teams and customers to improve service and increase value of Data Center Operations.
• Reports to Management on service interruptions and impact to Customer base.
• Supporting High Priority Incident Management reporting (KPIs and customer SLAs)
• Assists the High Priority Incident Management Process Owners in driving Service Management best-practice and ITIL process standardization
• Assists the High Priority Incident Management Process Owner in identifying and planning for Major Incident Management process improvement projects
• Drives implementation of standard execution of the High Priority Incident Management process
2019-07-09T03:17:36+00:00May 18, 2018|Categories: Job Openings|