IT Operations Analyst
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Job Description
Incident Management Analyst driving efficiency in incident management processes in a technology support environment. Managing incidents through proactive analysis and facilitating resolution across teams.
Responsibilities:
- Drive efficiency and effectiveness of the incident management process
- Develop and maintain the Incident Management System including: o Identifying all incidents o Matching incidents against incidents with workarounds in place o Resolving incidents as quickly as possible o Prioritizing incidents in terms of impact and urgency
- Escalating incidents to other teams as necessary to ensure timely resolution
- Monitor the performance of incident management processes and seek to continuously improve the process
- Facilitate post mortem meetings and ensure that action items regarding Incident Management are effectively carried out
- Ensure that incident details are accurately recorded in incident tracking system
- Participate in regularly scheduled Disaster Recovery testing
- Attend infrastructure and/or application turnover sessions to maintain an end to end understanding for incident resolution
- Facilitate management teleconference bridges to determine business impact and decisions regarding next steps and provide regular incident notifications to impacted lines of business and IT Mgmt.
- Update incident records with appropriate data including business impact, application affected and relevant details regarding incident resolution.
- Understand regulatory impacts and reporting based on regulation requirements
- To perform an analyze of IT incidents in order to proactively prevent the occurrence of further incidents and problems
- To contribute to the development and revision of relevant policies, frameworks and processes
- To communicate and manage expectations during incident resolution and act as a point of escalation
- Ensure timely and appropriate communication with involved parties
- Be the focal point for all incident management issues
- To provide relevant and useful management information
- Ensure effective communication to work collaboratively with relevant parts of the business, and ensure knowledge and best practices are shared to optimize performance
- Ensure that major incidents and planned/proactive tasks are correctly prioritized and delivered in accordance with those priorities
- Lead the investigation of incidents through proactive trend analysis and monitoring
- Contribute to the development of the service management tool
- Contribute to the design and implement appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis
Requirements:
- Knowledge of ITIL standards and the principles of service support and delivery
- Analytical skills and a structured methodical approach towards statistics and trend analysis
- Relevant qualifications, preferably with a technical bias e.g. electronics, computer science, and/or demonstrable practical experience
- A keen interest in information technology, its development and application
- Understanding of Cloud environment (GCP\AWS\Azure) and infrastructure
- Knowledge and understanding of multi-media/cross platform production and associated delivery systems
- Knowledge and understanding of personal computers, servers, IT systems and networks in a corporate enterprise infrastructure
- Experience working in a service provider or technology support environment
- Experience communicating with stakeholders using appropriate language suitable for the technical understanding of the audience
- Experience with ITIL process ownership and design
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