• Major Incident Technical Analyst

    Job Location(s) US-NY-Painted Post
    Posted Date 1 month ago(3/26/2018 3:34 PM)
    Job ID
    2018-29061
    Category
    Helpdesk
    Position Type
    Contract (Full-Time)
    # of Openings
    2
  • Overview

    Description: 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. Not all on call time is paid. If on call but no calls come in, no time is billed. 

    Responsibilities

    • 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 as quickly as possible and associated root cause and problem management. 
    • Authoritatively and confidently guide Priority 1 incidents to resolution. 
    • Driving continual service and process improvement activities. 
    • Champion proactive problem management. 
    • Identify trends and potential Problem sources by reviewing Incident and Problem analyses. 

    Qualifications

    Skill Requirements: 

    • Demonstrated incident management experience in a large-scale, multi-platform environment, supporting 24x7 operations. 
    • Progressive troubleshooting expertise and the ability to ask probing questions and understand the appropriateness of the answer, as well as its applicability to the situation at hand. 
    • Dealing with 24x7x365 operating 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, and facilitators with the common language of English but many different primary 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 


    Required Education and Experience: 

    • Prefer a Bachelor’s degree in Information Technology or equivalent work experience. Minimum of a 2 yr degree is required. 
    • Five plus years, at least three at middle to senior engineer level, working in a diverse, global information technology environment with both enterprise and site based components. 


    MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS: 
    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 a fast-paced environment 

    PREFERRED ADDITIONAL SKILLS 
    1. Diagnostics and Analysis 
    a. Log Analysis / Regular Expressions 
    b. Packet Capture/Analysis 
    c. OSI Model 
    2. IT Infrastructure 
    a. TCP/IP Networking 
    b. Server/storage 
    c. Virtualization 
    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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