Incident Response Analyst

Shift: Wed-Sunday, 6am-2pm

Interviews: Monday-Wednesday 8-10am

1-2 rounds

Prioritize and proactively monitor events for global infrastructure components and critical business applications;

Follow established processes and procedures to identify Critical incidents, escalate to appropriate support teams, and drive resolution;

Facilitate technical conference bridges, with the guidance and assistance of the Duty Manager, local and regional IT Support teams;

Communicate on Critical incidents for a broad business and IT audience, with the assistance of the Director on Call;

Self-led and -motivated on goals for process improvement, incident reduction via problem management, root cause analyses, decision making, relying heavily on experience and personal judgment;

Work with various support teams to onboard more applications and sites into the client process;

Creatively and curiously examine and interrogate work processes with a constant eye for new solutions.

4+ years IT experience

2+ years experience in a monitoring and escalation role

Must be open to working in a 24/7 environment

Basic network and server understanding

Flexibility on shifts, weekends, and overtime

Willingness to take direction and follow pre-established guidelines & procedures

Excellent communication and interpersonal skills in English (other languages a plus)

ITIL Service Management Foundations or Essential certification

Demonstrated passion for customer service

Ability to work under pressure and in a fast-paced environment

Proven time-management skills