Client Incident Management

Description

This individual will also maintain team trackers and metrics to support qualitative and quantitative information for process improvements. Flexibility in work schedule is required due to the needs of outages, internal/external partners, and 24×7 service.

The primary Client Incident Management Senior Analyst is responsible for creating written communications to internal and external stakeholders regarding technology outages and escalated issues. This individual will collaborate with internal business partners, influence company-wide process improvements, and work with external stakeholders to communicate process improvements, root-cause/preventative measures, and outage trends.

• Manage and maintain incident reporting
• Utilize tools (Excel, OneNote, PowerPoint) to prepare documentation
• Communicating clearly with internal and external stakeholders
• Facilitating or participating in meetings supporting incident-management services
• Keeping dashboards and notes up to date for all events
• Identify recurring themes in outages to drive process improvements
• Use business analytics to compile and present information
• Create playbooks and documentation to support improved processes
• Gather data from ticketing/tracking systems (e.g. service-management tools)
• Contributing to continuous process-improvement activities
• Participating on calls to assess impact on users

Requirements

• Ability to translate technical language into business-friendly terms
• Able to support a 24×7 operations model (flexible schedule)
• Minimum ~2 years work experience and intermediate technical competence
• Strong collaboration skills
• Good understanding of technology concepts
• Self-motivated with ability to work independently and under limited supervision
• Excellent written and verbal communication skills
• Familiarity with Microsoft Office suite (required) and service-management tools (preferred)
• Customer-facing written communications in business-friendly language about outages

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance