Major Incident Analyst
Contract position
Location: North Fort Worth
Hybrid Schedule (1 day remote; 4 days onsite)
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).
Key Activities:
- Responsible for the activities related to the management of high and critical priority incidents, ensuring processes and procedures are defined in detail and executed consistently. These incidents may impact multiple applications, lines of business, or infrastructure in multiple platforms (Mainframe, Mid-Tier, Cloud, Network, Physical Layer).
- Performs work with a high level of autonomy in a high visibility capacity
- Leads post incident review process, including, but not limited to, providing incident updates/debriefs, discussing IM process successes and opportunities for improvement, determining courses of action, and assigning/holding technical staff accountable to complete action items.
- Responsible to creating Daily Performance Reports that contribute to Metrics and Analytics
- Assists other technical staff involved in providing IM and PM statuses and root cause analysis (RCA) reporting.
- Assists with and influences the implementation of IM and PM policies, procedures, and processes, ensuring the strategies and activities are consistent with the business objectives and are compliant with processes for review.
- Participates in technical meetings as an enterprise IM subject matter expert (SME).
- Works under limited supervision in a 24 x 7 Call Center
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.
·Ability to manage multiple high priority efforts / competing priorities and flexibility to adjust to changing requirements, schedules, and priorities.
·Self-driven and resourceful to achieve goals independently as well as work well in groups.
·Ability to quickly adapt to new technologies and changing business requirements.
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).
