Incident Management Analyst

Position Summary:

The Incident Management Analyst is primarily responsible for supporting the end-to-end Incident Management and Major Incident Management processes. For Major Incident Management, ensuring the efficient handling and communications with a target of reaching service restoration within defined timeframes. For Incident Management, to ensure that incident process adherence across the organization. Secondarily, to support other ITIL processes such as Problem Management and Change Management as needed. The main mission is to ensure the availability of critical applications and services, to ensure we have a fast and quality resolution to high impacting issues and to ensure corrective measures are implemented to avoid re-occurrence.

Duties Include but are not limited to:

Incident Management:

• Supports the adherence and compliance of the Incident Management process across the organization
• Run reports and review incident metrics to identify areas that require attention
• Works directly with required technical and non-technical teams and resources as needed for first assignment accuracy and keep reassignment counts as low as possible.
• Helps to identify improvements in process and implements efficiencies

Major Incident Management:

• Accountable to support the Major Incident process, assessing incidents reported for Major Incident handling.
• Participates in the Major Incident process for those incidents that do qualify.
• Responsible for managing Major Incident calls which includes the engagement of technical teams.
• Documents and tracks actions and progress of Major Incidents.
• Ensures efficient handling and timely service restoration of Major Incidents.
• Communicates Major Incident status to business stakeholders.
• Performs required follow up actions once service restoration is reached.

Problem Management:

• Supports the Problem Management process where problem records are opened for root cause analysis from Major Incidents
• Responsible for ensuring technical groups perform Root Cause Analysis (RCA) for Major Incidents.
• Ensures that problem records are documented, managed effectively, efficiently, and that identified solutions or effective workarounds are implemented to resolve.
• Works proactively to ensure that, where possible, problems are identified and resolved before service is impacted.

Change Management

• Supports the change management process, where applicable for Major Incidents
• Ensures change processes are adhered to by technical teams.
• Reviews change record details to ensure process compliance.

Education / Experience / Skills

• University level degree, in related field
• 2+ years of experience in supporting IT Service Mgmt processes, with a focus on Major Incident Mgmt and Problem Management
• ITIL Service Mgmt qualification is recommended
• Efficient with using MS O365 applications
• Strong Problem Solving/Analytical Skills
• Excellent communication skills, both written and oral
• Fluent in English
• Proven ability to follow processes
• Energetic and friendly, positive “can-do” attitude
• Quick learner
• Team player
• Flexible work schedule, able to work nights and weekends as needed

Language Required:

• English

Competencies Include:

• Initiative: Tackles problems and takes independent action when needed, practices self-development.
• Interpersonal Skills: Has good listening skills, builds strong relationships, is flexible/open-minded, negotiates effectively, solicits performance feedback and handles constructive criticism.
• Problem Solving/Analytical Skills: Breaks down problems into smaller components, understands how to underlie issues; can simplify and process complex issues, and understands the difference between critical details and unimportant facts.
• Results Focus: Targets and achieves results, sets challenging goals, prioritizes tasks, overcomes obstacles, accepts accountability, sets team standards and responsibilities, provides leadership / motivation.
• Decision Making / Judgment: Makes timely and difficult decisions, uses consensus when possible and communicates decisions to others. Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues.
• Managing Conflict: Listens well, diffuses conflict before it starts, find the causes of and solutions to problems.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
 

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.