Major Incident Analyst
Type: Long-term Contract
Location: Fort Worth, TX
Work Setting: Hybrid (4 Days Onsite per Week as of 1/2/2025)
CornerStone Technology Talent Services (TTS) is seeking a Major Incident Analyst that will be an integral part of the Incident Management (IM) team, responsible for leading the response during Major Incidents to ensure swift service restoration. This role involves proactive management of incidents, thorough communication, and active participation in Post Incident Reviews to enhance processes and drive continuous improvement.
Key Responsibilities:
- Lead and manage high-priority incidents, ensuring adherence to established IM processes.
- Drive cross-functional technical teams toward incident resolution and restore service as quickly as possible.
- Conduct Post Incident Reviews, facilitating discussions to identify successes and opportunities for process enhancements.
- Prepare and deliver Daily Performance Reports contributing to overall metrics and analytics.
- Support technical teams in creating status updates and root cause analysis (RCA) documentation.
- Advocate for and assist in the implementation of IM and Problem Management (PM) policies and procedures.
- Serve as an IM subject matter expert (SME) in technical and process-related meetings.
- Work independently within a 24x7 call center environment.
Required Qualifications:
- Demonstrated knowledge of IT infrastructure, cloud systems, architecture, or DevOps.
- Excellent written and verbal communication skills; adept at training and presenting to various audiences.
- Strong facilitation, listening, and leadership skills for guiding process improvement workshops.
- Proven ability to influence others and manage relationships effectively.
- Experience handling multiple priorities and adapting to rapidly changing business needs.
- Familiarity with ITSM tools, reporting systems, and relational databases.
- High-level understanding of various technology ecosystems.
- Self-motivated, with the ability to work both independently and collaboratively.
Preferred Qualifications:
- Bachelor’s degree in Business, Computer Science, Information Management Systems, or a related field, or equivalent work experience.
- Minimum of three years of experience in IT service areas (e.g., service desk, network, server, database support).
- Two years of experience in major incident coordination, change management, or problem management.
- Familiarity with IT infrastructure and tools such as AWS, EC2, CloudWatch, UNIX/Windows OS, Oracle Database, and more.
- ITIL Foundations Certification.
- Experience with ITSM tools (ServiceNow), AWS CloudWatch, and APM (Dynatrace).
- High-level communication skills for effective information gathering and stakeholder interaction.
- Ability to build strong partnerships and navigate technical discussions smoothly.
