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Incident Analyst

  • Location: Rosemont, 60606
  • Salary: 43.0
  • Job Type:Contract

Posted about 2 months ago

6 month rolling contract for an experienced ITIL certified Incident Analyst based in the Chicagoland area. 

The Incident Analyst is responsible for driving service-excellence, reducing meantime-to-repair, and leveraging best practices and incident/problem management tools. The ideal candidate should have a passion for working with various groups and technologies and is technically creative in leveraging the boundaries of existing assets and personnel.


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.

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

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer including disability and veteran and provides reasonable accommodations for all qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual you may request a reasonable accommodation under the American Disability Act (ADA). If you are a person with a disability needing assistance applying, or at any point in the hiring process, please email us at MATRIX_HR@MatrixRes.com. To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.