Incident Analyst - Hybrid

Title: Incident Analyst - Hybrid

Mandatory skills:

manage Major Incidents, MIs,
resolution process, manage technical bridge, group chat, provide BTS internal, business facing communications,
subsequent problem investigation, incident trend data, identify reoccurring Major Incidents, eliminate reoccurring Major Incidents,
Problem Investigation data,
literature, trade journals, professional associations, attending conferences, attending seminars,
Major Incident process, facilitate root cause investigation, follow-up on implementation of corrective, preventive actions, metrics

Description:

The Major Incident Analyst will be contracted for approximately one year, with potential to apply for a full-time position if available.

Responsibilities:
Log into the phone system at the start of each shift.
Receive and manage incoming calls reporting outages or production issues.
Rotate escalations among team members.
Open and manage bridge calls during major incidents.
Coordinate with support teams to restore services.
Cover two holidays per year and participate in weekend rotations.

Required Skills:
Excellent written and verbal communication.
Leadership in managing bridge calls with 20+ participants.
Active listening and comprehension.
Strong problem-solving and decision-making abilities.

Preferred Experience:
Familiarity with ServiceNow ITSM tool.
Fast and accurate typing skills.
Broad understanding of IT services and infrastructure dependencies.
Bachelor's degree in IT or equivalent experience.
ITIL certifications are considered.

VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at for any complaints, comments and suggestions.

Contact Details :

VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008