Analyst, Sr Operations

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• Weekly pay

• Scheduling flexibility

• Paid parental leave

• Paid education assistance

• Team member discount

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This is a technical and tactical response position within Meijer’s IT Systems with a focus on ITIL Service Management best practices. The Incident Manager is responsible for Major Incident response-coordination of subject matter experts and business operation stakeholders to assess incident impact, mitigate on-going risk to the business and to restore services as soon as possible when degradations, interruptions and outages occur. Additionally, this position is responsible for collecting, documenting, and maintaining incident related event-details and generating reports for data/trend analytics.

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What You'll Be Doing:

• Assists in implementation of Business Systems Service Desk, applying ITIL principles to the practices used by the team to track and resolve requests, changes, and problems.
• Adapt Service Management processes to integrate with evolving DevOps practice.
• Facilitate Change Advisory Board meeting(s) to provide visibility / approval for notable change activity.
• Ensures all administration and reports are maintained and up to date, including contacts information, technical diagrams, post major incident reviews. Owns the delivery of monthly status and summary reporting for Major incidents and Problem Tickets.
• Providing periodic major incident metrics reports.
• Document’s incident-response compliance with Meijer’s Service Level Agreements and maintain reporting framework for SLAs
• Monitor on-going high priority active incidents, including extended and after-hours escalations; As needed coordinate resources including scheduling meetings, establishing conference calls, and engaging in chats. Leverage technology to issue all communications related to Major Incident Management.
• Manage matrix of people, processes and resources including third parties – including resolving conflict to move forward to resolution, accountable for resolving outages and service degradations via workaround or permanent fix.
• Leads, drives, facilitates, and chairs all investigation activities, meetings, and conference calls related to Major Incidents.
• Ensure clear communication to executives and key stakeholders regarding the business impact, risks, prioritization, mitigation, and estimated time-to-fix for these issues.
• Ensure the problems progress through the Problem Management process in a timely and prioritized fashion related to all major incidents.
• Conducts Post Incident Review for all Major Incidents caused by Meijer’s internal teams, processes, and products.
• Coordinates and obtains RCA dispositions for incidents caused by 3rd party vendors.
• Identify, define, and plan corrective actions based on the Post Incident Review/Root Cause Analysis (RCA).
• Ensure appropriate monitoring is in place for reliable operations of all critical applications and initiate corrective action plans when appropriate.
• Perform analysis on incidents and produces periodic reporting and dashboards to assist management.
• Maintains working knowledge of automation tools.
• Promote the role and value of Service Management processes across the entire organization
• This job profile is not meant to be all inclusive of the responsibilities of this position; may perform other duties as assigned or required.

What You'll Bring With You:

• Bachelor’s degree in Computer Science, Computer Information Systems, Business Information Systems, Engineering or related discipline or equivalent work experience and technical training is required.
• Master’s degree or equivalent is preferred.
• 6+ years of Incident management experience
• Direct experience managing day to day and training related to ITSM solution and processes.
• Any SAFe certification or training or working in SAFe Agile enabled delivery teams.
• ITIL Foundations certification or training preferred.
• Strong technical understanding of incident response and operations within public cloud environments (e.g. AWS, Azure, or GCP).
• Knowledge of Cloud, Network, Infrastructure & Microsoft Office products.
• Analytical & detail orientated thought process with the ability to take methodical approach to activities.
• Excellent verbal and written communication skills.
• Understanding of mainframe automation tools.
• PC experience, including Windows, DOS and Microsoft applications.
• Highly organized with the ability to multitask.
• Willingness to learn and adapt to change.
• Ability to work in a team or as an individual.
• Demonstrated problem-solving skills.