Analyst - Incident Management (R-18032)

Responsibilities

• Perform proactive checkouts and monitoring to avoid service outages or limit their impact. Handle fault isolation, notifications, and escalations to restore service as necessary.
• Monitor application alerts and events to keep our systems running smoothly.
• Follow ITIL Incident and Problem processes and escalation procedures to ensure quick and effective resolutions.
• Review application run books and execute routine service restoration steps to manage and resolve incidents efficiently.
• Collaborate with peers, application support teams, engineering teams, service desk, and infrastructure NOC to handle service incidents and requests seamlessly.
• Manage the escalation process to L2 if issues cannot be resolved within the L1 team, ensuring the correct team is paged, an on-call engineer responds, and progress is tracked.
• Support Issue Bridges for important issues requiring multiple teams, including setting up calls, paging participants, taking timeline notes for Incident Reviews, and sending status updates to Senior Executives.
• Review Runbooks and pre-deployment activities to ensure health monitoring, production readiness, and understanding of recovery procedures.
• Support scheduled and CAB approved changes and proactive maintenance activities such as validating failover recoveries, release deployments, and routine infrastructure health checks.
• Demonstrate a proactive desire to learn and contribute to improvement initiatives

Skills

• Primary degree in Computer Science or related field, with 4-6 years of relevant industry experience.
• Valued certifications: A+, CCNA, MCP, Linux, etc.
• Solid working knowledge of application fundamentals and functions, Windows OS, Linux, HP UX, Big IP Load Balancers.
• Good knowledge of operations procedures, application troubleshooting, and security principles.
• Working knowledge of web-based services including Apache, JBoss, Tomcat, IIS, and restoration of their services.
• Strong customer service and communication skills.
• Comfortable working within a highly collaborative team environment as well as independently.
• Weekend and off-hours shift work and support is required.
• Strong understanding and experience with ITIL incident and problem management processes and analytical skills.
• Excellent English written and verbal skills, with the ability to succinctly summarize key technical findings and root cause analysis.
• Ability to multitask and prioritize with high attention to detail.
• Experience with system monitoring and automation is preferred