Incident Management Analyst
2 weeks ago
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; performs basic troubleshooting if possible; and coordinates / collaborates closely with cross-functional teams to resolve, on time, the confirmed incident to minimize service disruptions.
MAIN DUTIES & RESPONSIBILITIES:
• Alerts Monitoring:
o Continuously monitors IT infrastructure, applications, and services using available monitoring tools such as Solarwinds (infrastructure) and Cisco ThousandEyes (application) to name a few.
o Sets up and configures alerts based on agreed upon performance thresholds.
o Investigates alerts and escalates as necessary.
o Analyzes events and alerts to identify patterns and trends leading to potential anomalies.
• Incident Identification, Triage and Coordination:
o Performs triage to assess the incident's impact and urgency.
o Coordinates and collaborates with cross-functional teams to resolve incidents within defined and agreed upon SLAs.
o Documents incident details and actions taken.
• Major Incident Management:
o Leads and coordinates activities during major incidents, including communication, escalation, and resolution.
o Facilitates post-incident reviews to identify root causes and preventive measures.
o Ensures all communications, updates, and/or notifications for major or critical incidents are sent in adherence to the company's defined SLAs and OLAs.
o Leads the post-incident review process (post-mortem review).
• Root Cause Analysis:
o Assists in identifying the root cause of incidents.
o Analyzes logs, and other data to determine underlying issues.
o Contribute to post-incident root cause analysis reports.
• Documentation:
o Maintains accurate records of incidents, resolutions, and monitoring configurations.
o Updates knowledge base articles for common and major incidents.
o Creates playbooks / runbooks to ensure that all known (and unknown problems) have documented workarounds and/or permanent resolution.
• Continuous Improvement:
o Suggests improvements in monitoring and incident management processes and tools.
o Participates in regular Incident and Service Request review meetings.
o Creates a Safety Net process to identify and determine the proper ticket escalation.
o Analyzes and reports trends in incidents and contributes to the service improvement roadmap.
• Emergency Response:
o Be available for on-call duties during critical incidents.
o Collaborate with incident lead/s, subject matter experts and other IT and business team members.
Qualifications:
Technical Skills:
- Proficiency and solid experience in monitoring tools such as SolarWinds.
- Familiarity with ITSM frameworks such as ITIL.
- Good understanding and of network protocols, server infrastructure, and cloud infrastructure and services.
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