Major Incident Analyst

Overview

Hybrid
$30 - $31
Contract - W2
Contract - 12 Month(s)

Skills

Excellent written and verbal communication
Leadership in managing bridge calls with 20+ participants
Active listening and comprehension

Job Details

Immediate need for a talented Major Incident Analyst. This is a 12+ months contract opportunity with long-term potential and is located in Maple Grove, MN /Abbott Park, IL (Hybrid). Please review the job description below and contact me ASAP if you are interested.
Job ID: 25-82233

Pay Range: $30 - $31/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan.

Key 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.
  • Receive and process escalations and identify major incidents and ensuring a quickly and effective resolution by executing BTS's enterprise Major Incident process and working with all appropriate technical support teams throughout the organization.
  • Perform the following Root Cause Analysis (RCA) process activities related to Major Incidents: facilitate root cause investigation, follow-up on implementation of corrective/preventive actions, and metrics.
  • Core Job Responsibilities:
  • Effectively manage Major Incidents (MIs) by ensuring appropriate teams are quickly engaged in the resolution process, manage the technical bridge, group chat, provide BTS internal and business facing communications.
  • Work closely with all BTS infrastructure and application support teams to ensure swift resolution of Major Incidents and the effective management of subsequent problem investigation.
  • Analysis and reporting of incident trend data to identify and eliminate reoccurring Major Incidents.
  • Enable accurate metrics and reporting by ensure appropriate MI and Problem Investigation data is current and accurate.
  • Participate in on-call rotation.
  • Remains current on developments in field(s) of expertise, regulatory requirements, a general knowledge of the company's products, markets, and objectives as well as industry trends.
  • Maintains current knowledge of and ability to assess new technology to collaborate with IT customers and deploy solutions that are creative, compliant and cost-effective through literature, trade journals, professional associations, and by attending conferences/seminars.
  • Resolves and/or facilitates resolution of problems including identifying causes to prevent re-occurrence. Identifies and resolves business issues; escalate issues when appropriate.
  • Performs related functions and responsibilities, on occasion, as assigned.
  • Position Accountability & Scope:
  • Receive and process escalations and identify major incidents and ensuring a quickly and effective resolution by executing BTS's enterprise Major Incident process and working with all appropriate technical support teams throughout the organization.
  • Perform the following Root Cause Analysis (RCA) process activities related to Major Incidents: facilitate root cause investigation, follow-up on implementation of corrective/preventive actions, and metrics.


Key Requirements and Technology Experience:

  • Key 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.
  • 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.
  • Bachelor s degree in information technology or similar area; or equivalent work experience.
  • Minimum Experience/Training:
  • 3 Years.


Our client is a leading Healthcare Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

By applying to our jobs you agree to receive calls, AI-generated calls, text messages, or emails from Pyramid Consulting, Inc. and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy .

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.