Lead Analyst – Major Incident Problem & Project Management

• Permanent, full-time role
• Rotating Shift, Monday – Friday
• Be part of a global team

The role coordinates resources and action items related to the resolution of Major Incidents and Problem Investigations.  Serves as an escalation point for Major Incident and Problem-related activity

• Use the defined Major Incident and Problem Management process’ to coordinate the effort of service restoration and to prevent re-occurrences.
• Lead process improvement initiatives.
• Establish a relationship with the tool team and participate in various dev story submissions, QA, and validation efforts.
• Validate an incident impact and priority to qualify the event as a “Major Incident”.
• Draft and publish various Knowledge Solutions.
• Transition of Major Incident information into the Problem Management process.
• In a call center rotation, serve as the Point of Contact for Major Incident Management.

• Bachelors degree or diploma in Computer Science, Information Systems, Business Administration, or related field.
• 3+ years of experience working in an Enterprise IT environment, ideally with customer service experience
• Experience operating within an ITIL framework
• Hands on Experience with IT infrastructure administration a plus, i.e. networking, operating systems, server configurations, app hosting etc.
• Working Knowledge of Software Development Lifecycle (SDLC) a plus.
• Experience with Data Analysis and reporting