IT Incident Manager Analyst

IT Incident Manager Analyst

Duration: 12+ months

Remote

Job Summary:

The Technology Incident Manager Analyst is responsible for managing technology incidents and minimizing their impact on the organization's technology operations. The role involves overseeing and coordinating the resolution of incidents that affect technology systems and services, including identifying, assessing, and mitigating risks, and implementing preventive measures. The incumbent will work closely with other IT teams to ensure the smooth operation of technology systems and processes and identify opportunities for improvement.  The Technology Incident Manager Analyst plays a crucial role in ensuring the smooth operation of technology systems and minimizing their impact on business operations. The role requires strong incident management, risk management, and communication skills, as well as the ability to work under pressure and prioritize competing demands. A bachelor's degree in Computer Science or a related field and several years of experience in incident management or a related field are required for this position. ITIL Foundation certification and experience with ServiceNow or similar incident management tools are also desirable.

Key Responsibilities:

• Incident Management: Manage technology incidents, including identification, assessment, prioritization, escalation, and resolution.
• Risk Management: Identify, assess, and mitigate technology risks to ensure the security, reliability, and availability of technology systems and services.
• Preventive Measures: Develop and implement preventive measures to minimize the likelihood of incidents and mitigate their impact.
• Communication: Communicate incident status updates to relevant stakeholders, including IT teams, business units, and senior management.
• Incident Response: Coordinate the incident response process, including conducting root cause analysis, identifying remediation actions, and implementing changes to prevent similar incidents.
• Process Improvement: Continuously review incident management processes to identify opportunities for improvement and implement changes accordingly.
• Documentation: Maintain documentation of incidents, including incident reports, post-incident reviews, and remediation actions.
• Training: Develop and deliver incident management training to IT teams and other stakeholders.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3+ years of experience in incident management, risk management, or a related field.
• Strong knowledge of incident management processes, tools, and techniques.
• Experience in coordinating incident response teams and managing incidents through to resolution.
• Excellent analytical and problem-solving skills, with the ability to identify and assess risks and develop preventive measures.
• Strong communication and interpersonal skills, with the ability to communicate technical information to non-technical stakeholders.
• Ability to work under pressure and prioritize competing demands.
• ITIL Foundation certification is a plus.
• Experience with ServiceNow or similar incident management tools is a plus.