Major Incident Response Analyst

Job Location(s) US-NY-Painted Post
Posted Date 2 months ago(1/8/2018 9:18 AM)
Job ID
Position Type
Contract (Full-Time)
# of Openings


  • 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. 
  • Provide leadership, ownership and manage major incident bridges according to service level guidelines. 
  • Organize, facilitate and lead technical teams to work together to resolve major incidents. 
  • Keep the accurate record of incident timelines and supporting artifacts. 
  • Manage internal communications during major incidents to all key internal stakeholders. 
  • Ensure all major incident processes guidelines are followed and all service level guidelines are met during major incidents. 
  • Act as an escalation point to expedite incidents and problem resolution. 
  • Communicate incident status and resolution with a large group of business personnel, IT support and executive leadership using business verbiage and verbal communication skills. 
  • Coordinate root cause analysis on Major Incidents using proven problem analysis methodology. 
  • Maintains inventory of Problems under analysis, their current progress/status, and coordinates the resolution with the Problem owner. 
  • Monitors progress on the resolution of Known Errors and advises Operations staff on the best available workaround for Incidents. 


  • Demonstrated incident management experience in a large-scale, multi-platform environment, supporting 24x7 operations. 
  • 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, and analysts with the common language of English but many different first languages. 
  • Excellent interpersonal, organizational, customer service, executive level communications, and presentation skills. 

Required Education and Experience: 

  • BA/BS Degree 
  • 3 years leadership in IT operations, leading multiple-discipline teams in resolving critical large-scale outages. 
  • Knowledge of IT systems control and ITIL framework 
  • The Response Analyst for Major incident Management should be a highly motivated individual who facilitates the resolution of business-impacting system issues with a group of on-call technical staff. The responsibilities of this role include monitoring 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. 


  • Analytical and problem-solving skills 
  • Strong written and verbal communication skills 
  • Excellent interpersonal skills, effective team player 
  • Excellent customer service skills 
  • Excellent decision making skills 
  • Excellent ability to communicate effectively both orally and in writing 
  • Strong organizational, with attention to detail skills 
  • Ability to work independently and as part of a team 
  • Ability to work in fast-paced environment 
  • Knowledge of ITIL Foundation a plus 

Manager Must Haves: 

  • Experience as a leader in facilitating resolution and problem solving 
  • Proven communication, documentation, and presentation ability 
  • General knowledge of IT subject areas such as network, compute, storage, applications, and cloud services


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