IT Operations Analyst II- Incident Management

2 days ago

Pasay, National Capital Region, Philippines Conduent Full time
Overview

Major Incident Management (MIM) is a critical role in IT Service Management (ITSM). The primary goal of MIM is to quickly restore normal service operations when a major incident occurs and to minimize the impact on business operations.

Responsibilities
  • Incident Coordination: Lead the response to major incidents, ensuring timely resolution. Facilitate bridge through engagement of technical teams, vendors, and third parties as needed. Drive incident to facilitate issue resolution by leading technical troubleshooting through historical evidence and documentation. Lead and engage resources to effectively identify troubleshooting and remediation paths to minimize downtime. Escalating according to standard procedures and according to degradation and reported impact relative to current progress to remediate outage.
  • Communication: Provide clear, accurate and timely updates to stakeholders, including executives during the incident's lifecycle. Communicating limitations and roadblocks to internal stakeholders to facilitate effective decision making. Gain understanding between involved parties to ascertain impact and relay information to engage appropriate resources to effectively troubleshoot.
  • Documentation: Providing accurate documentation for incident records, including timelines, technical updates, impact analysis, and resolution steps. Produce post-incident reports that facilitate Root Cause Analysis (RCA). Ensure accurate, reliable and actionable documentation is created on every interaction.
  • Process Improvement: Identify trends and recurring issues and report to leadership. Propose and implement improvements to the Major Incident process.
  • Compliance & Governance: Ensure adherence to SLAs and internal governance policies.
Required Skills
  • Strong understanding of incident, problem, and change management processes
  • Good understanding of enterprise technologies in a multi-tiered environment
  • Ability to manage multiple priorities and make quick, data-driven decisions under pressure.
  • Effective communicator at all organizational levels
  • Excellent communication, coordination, and problem-solving skills.
  • Strong analytical skills and attention to detail.
  • Familiarity with major incident escalation protocols and technical troubleshooting
Qualifications
  • Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience)
  • 1+ years of experience in IT operations or technical support
  • Strong understanding of incident management and ITIL practices.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

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