IT Data Analyst / Major Incident Technical Analyst

US-NY-Painted Post
2 months ago(11/7/2017 3:20 PM)
Job ID
Data Analysis/Databases
Position Type
Contract (Full-Time)
# of Openings


Major Incident Technical Analyst



The Technical Analyst for Major incident Management should be a highly motivated individual who directs the resolution of business-impacting system issues with a group of on-call technical staff. The responsibilities of this role include leading, troubleshooting, and coordinating incident response efforts, and communicating status to senior management and stakeholders. This individual will be trained in the incident management process, and should be able to carry out the above duties with minimal supervision


  • Normal hours are Monday-Friday 8:00 AM to 5:00 PM, plus participation in an on-call rotation. 
  • On-call requires cellular coverage and broadband Internet access. 
  • Organize, facilitate and lead technical teams to work together to resolve major incidents. 
  • Managing Critical Incidents in a 24x7 global IT operations environment, restoring impacted services quickly as possible, and associated root cause and problem management. 
  • Authoritatively and confidently guide P1 incidents to resolution. 
  • Driving continual service and process improvement activities. 
  • Champion proactive problem management. 
  • Identifies trends and potential Problem sources by reviewing Incident and Problem analyses. 


Skill Requirements:

  • Demonstrated incident management experience in a large-scale, multi-platform environment, supporting 24x7 operations. 
  • Progressive troubleshooting expertise to ask the right questions and understand the appropriateness of the answer as well as its applicability to the situation at hand in order to reduce MTTR. 
  • Dealing with 24x7x365 stressful environments where the service restoration is always the top priority in a professional manner with many different cultural and organizational relationships. 
  • Leadership of diverse teams including technologists, analysts, facilitators with the common language of English but many different first languages. 
  • Broad technology understanding across Distributed Systems and Networks 
  • Demonstrated ability to multitask and prioritize in a stressful environment; results-oriented 
  • Proven analytical, problem solving, coaching, documentation, and leadership skills 
  • Must possess decisive leadership, and the ability to exercise excellent judgment and decision making skills 

Required Education and Experience:

  • Prefer a Bachelor’s degree in Information Technology but willing to substitute IT or Engineering operations and troubleshooting experience for the right candidate. 
  • Five plus years, at least three at a middle to senior engineer level, working in a diverse, global information technology environment with both enterprise and site based components. 
  • Knowledge of IT systems control and ITIL framework 


1. Exceptionally strong analytical and problem-solving skills
2. Strong written and verbal communication skills
3. Excellent interpersonal skills, effective team player
4. Excellent decision making skills
5. Strong organizational skills, detail-oriented
6. Knowledge of ITIL Foundation
7. Ability to work independently and as part of a team
8. Ability to work in fast-paced environment

1. Diagnostics and Analysis
a. Log Analysis
b. Packet Capture/Analysis
c. Regex
2. Cloud Service/SaaS/PaaS
a. Office 365
c. AWS and/or Azure
3. Scripting
a. Python
b. Bash
c. PowerShell
d. SQL

Manager Must Haves:

1. Experience with cross-functional team leadership
2. Proven IT system support and troubleshooting ability
3. Broad knowledge of IT subject areas such as network, compute, storage, applications, and cloud services


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