Incident Management Analyst

Position Overview

Incident Management Analyst

The Incident Management Analyst plays a critical role in ensuring the stability and reliability of IT systems and infrastructure to ensure the timely and quality delivery of IT services. The Analyst monitors and analyzes alerts; identifies and confirms potential incidents; perform basic troubleshooting if possible; and coordinates / collaborates closely with cross-functional teams to resolve, in a timely manner, the confirmed incident to minimize service disruptions.

Duties And Responsibilities

Alerts Monitoring:

• Continuously monitors IT infrastructure, applications, and services using available monitoring tools such as Solarwinds (infrastructure) and Cisco ThousandEyes (application) to name a few.
• Sets up and configures alerts based on agreed upon performance thresholds.
• Investigates alerts and escalates as necessary.
• Conducts analysis of events and alerts to identify patterns and trends leading to potential anomalies.
  
  

• Performs triage to assess the incident’s impact and urgency.
• Coordinates and collaborates with cross-functional teams to resolve incidents within defined and agreed upon SLAs.
• Documents incident details and actions taken.
  
  

• Leads and coordinates activities during major incidents, including communication, escalation, and resolution.
• Facilitates post-incident reviews to identify root causes and preventive measures.
• Ensures all communications, updates, and/or notifications for major or critical incidents are sent in adherence to the company’s defined SLAs and OLAs.
• Leads the post-incident review process (post-mortem review).
  
  

• Assists in identifying the root cause of incidents.
• Analyzes logs, and other data to determine underlying issues.
• Contribute to post-incident root cause analysis reports.
  
  

• Maintains accurate records of incidents, resolutions, and monitoring configurations.
• Updates knowledge base articles for common and major incidents.
• Creates playbooks / runbooks to ensure that all known (and unknown problems) have documented workarounds and/or permanent resolution.
  
  

• Suggests improvements in monitoring and incident management processes and tools.
• Participates in regular Incident and Service Request review meetings.
• Creates a Safety Net process to identify and determine the proper ticket escalation.
• Analyzes and reports trends in incidents and contributes to the service improvement roadmap.
  
  

• Be available for on-call duties during critical incidents.
• Collaborate with incident lead/s, subject matter experts and other IT and business team members.
  
  

• Excellent communication skills, both written and verbal.
• Strong problem-solving, process and critical thinking abilities
• Has a proactive and growth mindset.
• Ability to understand and properly handle complicated and complex technical situations.
• Ability to remain calm and focused during high-pressure situations such as major incidents.
• Decisiveness and ability to make sound judgments under pressure.
• Willing to work in a shifting schedule and be part of on-call rotations during weekends and holidays.
  
  

• Bachelor’s degree in computer science, Information Technology, or a related field.
• At least 3 years of solid experience in IT operations (application and infrastructure), and incident management inclusive of major incidents, or a similar role.
• Must be amenable to Hybrid (3x a week onsite setup)
• Willing to work Overtime, Holidays and Weekends
• This is a project-based role
  
  

• ITIL v4 Foundation certification.
• AWS/Azure certification