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Incident Analyst

Company: TTi Global
Location: Normal
Posted on: November 17, 2021

Job Description:

This is what you'll do:* In this role, you'll lead the incident management process to resolution and restoring Rivian's IT operations swiftly. You will also log and categorize recurring incidents to improve incident management protocols.* Manage/facilitate multiple incidents resolution simultaneously and remain judicious during major incidents* Responding to a reported service incident, identifying the cause, and initiating the incident management process* Lead the end to end process for incident resolution and ensure that the right groups are involved in the resolution of the incidents* Coordinate resources and activities during outages and communicate incident information and impact to the customers, business partners, and senior management* Prioritize incidents according to their urgency and impact on the business.* Restore affected services quickly and efficiently with minimal impact to the end-users by ensuring that critical incidents are managed effectively and professionally* Producing documents/ Run Books that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures or NOC issues.* Logging all incidents and their resolution to see if there are recurring malfunctions.* Adjusting the incident management process as required to ensure its effectiveness.* Communicating with upper management if major issues are found in the IT system.* Works with other IT, Application, and Operations teams to perform root cause analysis (RCA), acting as a problem manager if required* Proactively ensures the highest levels of systems and infrastructure availability through network tools monitoring* Perform daily system/network monitoring, verifying the integrity and availability of systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs* Participate in additional technology initiatives as required* Develop positive relationships with the business and other functions at all levels* Collaborate with members of the information security, network, application, and cloud teams to ensure consistent IT services to our business users* Look to improve all aspects of the NOC and MIM functions continually Job Requirements:This is what you'll need:* At least 2-4 years (or relative) in a NOC and Major Incident Manager role, where you learned the nuances of IT Support* Bachelor's degree prefered* ITIL Foundation Certification (must be ready to obtain within 90 days if not certified)* Knowledge and experience of using network monitoring tools (eM7, SolarWinds, ServiceNow, Splunk, Cisco DNAC etc.), network equipment, log analysis, network attach techniques, and packet-level tools experience is a must* Hands-on experience with ITIL and ITSM processes* Knowledge and understanding of business-critical applications/systems, servers (Linux, Windows), Cloud systems, and collaboration platforms* Passion for Customer Support - A drive to help end-users get what they need to do their jobs the best they can.* Experience with the standard helpdesk ticketing tools (Preferably ServiceNow and Jira)* Ability to coordinate and communicate at all levels within the organization - Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level Execs* Prioritization Skills - The ability to analyze support requests and prioritize them based on impact* Discipline - The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication

Keywords: TTi Global, Normal , Incident Analyst, Professions , Normal, Illinois

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