Incident Management Analyst

Responsibilities

• Provide 24x7 system, data analysis, and support for all Severity 1 Incidents/Outages.
• Provide, as needed, coverage for Incident Management resolution activities
• Responsible for leading troubleshooting network and system infrastructure (loss of connectivity, application performance issues, system configurations, OS bugs, etc)
• Works in conjunction with IT support groups on issues affecting the production environment and assists in coordination of scheduling for software updates, special program runs or any other change to the normal production schedule
• Identify potential areas where policies and procedures require change and where new ones need to be developed, especially regarding future business
• Performs at or above the enterprise’s Information Technology Organization performance standards
• Troubleshoot advanced technical issues and customer concerns within assigned areas
• Identify and implement work efficiencies through process improvement techniques
• Build and maintain effective vendor/customer relations
• Meet with various IT support teams to review service metrics and discuss best practices
• Successfully manage multiple priorities
• Establish and moderate conference bridge calls for Severity 1 issues impacting incidents or upon request
• Communicate to Sr Operations and Client Services management on high impact problems
• Escalate to Team Lead or Manager in the event of insufficient support and follow-up
• Work in a team environment learning the responsibilities of Incident Management and peer level positions, participating in knowledge transfer and taking on additional tasks and responsibilities with a view toward advancement
• Meet or exceed departmental metrics as established over time
• Understand business processes and their use of technology
• Take every opportunity to learn new technology and advance in support knowledge
• Any other duties as assigned by management
  
  

• Bachelor’s degree in computer science or equivalent experience within area related to job function.
• Minimum of five years’ experience in the information technology field, at least three years in IM role
• PC troubleshooting experience
  
  

• Thorough knowledge of MS Office Suite (Word, Outlook, Excel, PowerPoint, Project)
• Thorough knowledge and experience with Windows 2000/2003 Active Directory domain administration
• Thorough knowledge of Windows basic principles, theories, and concepts
• Thorough knowledge of TCP/IP setup and tear down, OSPF, and BGP
• Working knowledge of Unix OS (preferably Solaris) and Microsoft OS troubleshooting experience
• Understanding of distributed application flow
• Knowledge and/or experience in call center operations and/or applications
• Knowledge of (CTI) in a call center environment (Avaya G3 preferred)
• Knowledge and/or experience with data communications devices (switches, hubs, routers, firewalls)
• Knowledge and/or experience with telecom technologies (Avaya Definity G3 PBX, Conversant VRU and Intuity Audix voice mail systems)
• Experience with report creation applications (Crystal Reports, SQR, Oracle Reports)
• Experience with batch scheduling technology Knowledge, Skills and Abilities:
• High Capability of analytical skills
• Excellent written and verbal skills
• Excellent customer service skills
• Ability to work within a 24x7 support structure, holidays and rotating on-call duties