INCIDENT MANEGEMENT

Incident Manegement


Responsibility

The Incident Analyst user role has the following responsibilities: Review and accept or reject assigned incidents. Investigate and diagnose the incident. Document incident resolution or workaround in the Service Management application.

Activities

Contributes to assigned investigation tasks and actively participates in the investigation process, using tools and techniques, data analysis techniques, to provide data and insight for the investigation

Understands risks associated with investigations and escalates them appropriately

· Develops and maintains professional working relationships with investigation colleagues, business teams and relevant support areas

· Actively supports the achievement of the corporate strategy

· Work across shifts in a 24x7x365 operational team, whose primary function is to drive all major incidents until resolved

· Manage outages, driving and coordinating resolution, including calls, escalation (both technical and hierarchic), coordinating all incident support activities

· Train and share knowledge in area of expertise with more junior staff members

· Engage team, partners and customers appropriately to ensure full collaboration, multiple viewpoints and full transparency

· Conduct post-mortem incident reviews with stakeholders, driving towards root cause identification, potential corrective actions and creation of executive summaries

· Continuous development and daily management of Service Quality

Required knowledge

· Team player with personal drive and a high degree of intrinsic motivation

· Good oral and written skills in English (business fluent)

· Strong ability to analyze problems, with attention to detail

· BA/BS degree or a strong proven risk management/client service track record

· Must possess excellent oral and written communication

Competencies, skills and experience

· 4-5 years of hands-on IT experience in a technical/helpdesk role.

· 4-5 years of hands-on experience with at least one infrastructure technology (for example: UNIX or Windows or Databases or Mainframe)

· Solid knowledge in Microsoft Excel (Power Query highly desirable)

· Good organization and planning skills

· Strong communication and document processing skills.

· Desirable Advanced level of English. Technical English is required.

· Ease of responding to multiple scenarios and highly dynamic work environments

· Interested in constantly updating your knowledge

· Proactive

· Teamwork.

· Highly motivated, driven and willing to work independently while receiving instruction through supervision in a highly regulated environment.

· Desire to learn and grow with a team of security access professionals.

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