Category: IT/Networking/Hardware Location/City: NY - Buffalo Id: 8584
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.