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Incident Analyst

  • Location: Rosemont, Illinois, 60606
  • Job Type:Contract

Posted 11 days ago

Our downtown Chicago client has an exciting opportunity to bring on an Incident Analyst on a 6 month contract the the possibility of extension up to 2 years.

Responsibilities:

• Manage, monitor, and ensure SLA’s/SLO’s are achieved by internal and 3rd party business partners.
• Develop and enrich restoration procedures to mitigate future outages and business disruptions.
• Author and govern production readiness documentation, testing, and product and warranty services.
• Actively manage relationship with key stakeholders, markets and resolver stakeholder’s w/facts and metrics.
• Own business impacting situations, and work to restore normal service operations w/cross-functional partners.
• Identify and recommends opportunities for “clean-slate” process improvement with regards to incident management, fault monitoring, triage procedures and issue escalation.
• Develop procedures for incident/problem management, metric and measure creation, management and administration of monitoring tools.
• Guide the timely execution of scheduled and repeatable processes such as periodic system validations, daily triage, system monitoring and event log management.
• Collaborate with architecture, development, and engineering teams to identify root cause for recurring incidents and create an action-plans for resolution.
• Leverage and lead the root-cause/problem management process to correlate trends business impacts.
• Multitasking Leadership and influencing skills to pursue problem resolution accurately during business impacts.
• Demonstrated interpersonal skills and ability to translate technical incidents into business terms.
• Ensure timely communications and updates are provided for incident management and root-cause scenarios.
• Provide 24x7 service assurance of critical to sell ecosystems on a global basis.


Requirements:
• ITIL v3 certified
• 3-5 years Incident Management Experience
• 3-5 years Global/Enterprise Support Experience
• 3-5 years Problem Management Experience
• 3-5 years Business Process Experience