Incident Management Analyst  

Position Overview:

Incident Management Analyst

The Incident Management Analyst plays a critical role in ensuring the stability and reliability of IT systems and infrastructure to ensure the timely and quality delivery of IT services. The Analyst monitors and analyzes alerts; identifies and confirms potential incidents; perform basic troubleshooting if possible; and coordinates / collaborates closely with cross-functional teams to resolve, in a timely manner, the confirmed incident to minimize service disruptions.

Duties and Responsibilities:

Alerts Monitoring:

o Continuously monitors IT infrastructure, applications, and services using available monitoring tools such as Solarwinds (infrastructure) and Cisco ThousandEyes (application) to name a few.

o Sets up and configures alerts based on agreed upon performance thresholds.

o Investigates alerts and escalates as necessary.

o Conducts analysis of events and alerts to identify patterns and trends leading to potential anomalies.

Incident Identification, Triage and Coordination:

o Performs triage to assess the incident’s impact and urgency.

o Coordinates and collaborates with cross-functional teams to resolve incidents within defined and agreed upon SLAs.

o Documents incident details and actions taken.

Major Incident Management:

o Leads and coordinates activities during major incidents, including communication, escalation, and resolution.

o Facilitates post-incident reviews to identify root causes and preventive measures.

o Ensures all communications, updates, and/or notifications for major or critical incidents are sent in adherence to the company’s defined SLAs and OLAs.

o Leads the post-incident review process (post-mortem review).

Root Cause Analysis:

o Assists in identifying the root cause of incidents.

o Analyzes logs, and other data to determine underlying issues.

o Contribute to post-incident root cause analysis reports.

Documentation:

o Maintains accurate records of incidents, resolutions, and monitoring configurations.

o Updates knowledge base articles for common and major incidents.

o Creates playbooks / runbooks to ensure that all known (and unknown problems) have documented workarounds and/or permanent resolution.

Continuous Improvement:

o Suggests improvements in monitoring and incident management processes and tools.

o Participates in regular Incident and Service Request review meetings.

o Creates a Safety Net process to identify and determine the proper ticket escalation.

o Analyzes and reports trends in incidents and contributes to the service improvement roadmap.

Emergency Response:

o Be available for on-call duties during critical incidents.

o Collaborate with incident lead/s, subject matter experts and other IT and business team members.

Soft Skills:

o Excellent communication skills, both written and verbal.

o Strong problem-solving, process and critical thinking abilities

o Has a proactive and growth mindset.

o Ability to understand and properly handle complicated and complex technical situations.

o Ability to remain calm and focused during high-pressure situations such as major incidents.

o Decisiveness and ability to make sound judgments under pressure.

o Willing to work in a shifting schedule and be part of on-call rotations during weekends and holidays.

• Bachelor’s degree in computer science, Information Technology, or a related field.
• At least 3 years of solid experience in IT operations (application and infrastructure), and incident management inclusive of major incidents, or a similar role.
• Must be amenable to Hybrid (3x a week onsite setup)
• Willing to work Overtime, Holidays and Weekends
• This is a project-based role
  

Certifications (Preferred not required):

• ITIL v4 Foundation certification.
• AWS/Azure certification