Incident Management Analyst

Buffalo, NY

Post Date: 08/09/2017 Job ID: 8417 Industry: IT/Networking/Hardware
Category: IT/Networking/Hardware
Location/City: NY - Buffalo
Id: 8417

Incident Management Analyst - Contract to Hire - Northtowns / WNY

Our large and growing client is looking to add an Analyst to their Incident Management team. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of issues, which may range from straightforward to more complicated technical issues. Join one of WNY s largest environments in a state of the art facility with an amazing culture and feel.

  • 3-5 years of experience working in a Technical Call Center, NOC, or equivalent environment.
  • Understanding of IT help desk and service management along with good understanding of the ITIL framework including Incident Management.
  • Ability to break down complex incidents into smaller actionable components and develop a roadmap to incident equivalent.
  • Excellent verbal and written communication skills, able to translate business impacting issues to executive leadership.
  • Coordinating and driving technical incident resolution with operations, service engineering, and development teams.
  • Effectively communicating incident status to leadership and stakeholder groups.
  • Defining and maturing incident management processes, best practices, and the function itself.
  • Identifying process breakdowns that exacerbated or caused the impact.

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