Incident Response Analyst

Position Overview
We are seeking a motivated and detail-oriented Incident Manager to join our IT Operations team. The Incident Manager will be responsible for overseeing the end to end management of IT incidents, ensuring rapid response, effective resolution, and minimal business impact. This role is ideal for professionals with 2?5 years of experience in IT operations, service management, or incident handling, looking to grow their expertise in incident and problem management practices.
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Key Responsibilities
? Incident Response & Coordination
? Act as the primary point of contact during major incidents, coordinating efforts across technical and business teams.
? Ensure incidents are logged, categorized, prioritized, and escalated according to established procedures.
? Drive timely communication and updates to stakeholders during incident lifecycles.
? Resolution & Recovery
? Work with technical teams to facilitate incident resolution within agreed service levels.
? Track progress, remove blockers, and ensure accountability across teams.
? Conduct post-incident reviews to identify root causes and lessons learned.
? Process & Governance
? Contribute to improving incident management processes, playbooks, and runbooks.
? Ensure adherence to ITIL best practices and organizational compliance standards.
? Maintain clear and accurate incident records for audit and reporting.
? Reporting & Continuous Improvement
? Prepare incident reports, dashboards, and trend analysis for management.
? Identify opportunities for automation, monitoring, and preventive measures.
? Collaborate with Problem Management to address recurring issues.
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Required Qualifications
? Bachelor?s degree in Computer Science, Information Technology, or equivalent work experience.
? 2?5 years of experience in incident management.Want someone who has been in this role before not someone transitioning into it.
? Strong understanding of ITIL framework (Incident, Problem, and Change Management).
? Excellent communication skills, both written and verbal, with the ability to manage stakeholders under pressure.
? Strong analytical and organizational skills, with attention to detail.
? Ability to work in a fast-paced environment, managing multiple incidents simultaneously.
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Preferred Qualifications
? ITIL Foundation certification or equivalent.
? Experience with IT Service Management tools (e.g., ServiceNow, Jira Service Management, Remedy).
? Familiarity with cloud environments (AWS, Azure, Google Cloud Platform) and monitoring tools (e.g., Splunk, Datadog, Nagios).
? Prior exposure to on-call or 24x7 support environments


Benefits:

York Solutions Offers a generous benefits package for eligible full-time employees:

• BCBS Medical with 3 Plans to choose from (PPO and High deductible PPO plans with Health Savings Program)
  
• Delta Dental plan with 2 free cleanings and insurance discounts
  
• Eye Med Vision with annual check-ups and discounts on lens
  
• Life and Accidental Death Insurance paid by company
  
• John Hancock 401(k) Retirement Plan with discretionary company match
  
• Voluntary Insurance programs such as: Hospital Indemnity, Identity Protection, Legal Insurance, Long Term Care, and Pet Insurance.
  
• Flexible work environment with some remote working opportunities
  
• Strong fun and teamwork environment
  
• Learning, development, and career growth