Role: Major Incident Analyst
Duration: 12 Months
Location: Fort Worth, TX (Hybrid – 4 days onsite , 1 day Remote)
Full Address: 2650 Lou Menk Dr, Fort Worth, TX 76131
Major Incident Analyst
The Major Incident Analyst is responsible for all aspects of the Incident Management (IM) process while working as part of a team to restore service as quickly as possible during a Major Incident. Specifically, the Major Incident Analyst will manage the IM processes during Major Incidents, which includes driving technical teams towards resolution, communicating status, and working to capture lessons learned for Post Incident Review. The Major Incident Analyst may conduct, facilitate or participate in Root Cause Analysis and Critical Process Reviews as part of a role in Problem Management (PM).
Qualifications:
- Working knowledge of Cloud and IT Infrastructure, Architecture, and/or DevOps
- Strong expertise in oral and written communications, including training and presenting to small and large audience
- Strong facilitation and listening skills to guide teams in process development and improvement exercises and workshops
- Ability to facilitate constructive and professional debate, and gain compromise and consensus
- High level understanding of various technologies
- Working knowledge of ITSM tools, reporting and relational database systems
- Strong influencing and relationship management skills.
Preferred Qualifications
- Bachelor’s degree in Business, Computer Science, Information Management Systems, or closely related field or an equivalent combination of education and/or directly related work experience.
- Three years of Information Technology experience in a related area (such as second- and third-level service desk, network, server, database, telephony, middleware or server support).
- Two years of experience coordinating major incidents, changes or problem management preferred.
- General technical knowledge and related competencies of distributed information systems technologies (i.e., AWS, EC2, CloudWatch, UNIX and Windows operating systems, WebSphere Application Server, Oracle Database, MQSeries, Web Application Infrastructure (WAI), Performance, Storage, etc.) and applications operating in the National IT environment.
- General knowledge of IT and interdependencies in a large scale, enterprise-wide complex operation.
- Preferred certifications include: ITIL Foundations Certification
- High Level of Communication Skills to drive for results, navigate discussions, and acquire needed technical support information for our customers.
- Effective interpersonal skills to build and maintain strong partnerships with technical managers and staff, application developers and strong working relationships with stakeholders.
- Experience navigating ITSM (ServiceNow), AWS CloudWatch, and APM (Dynatrace).
