Major Incident Analyst (Overnight)

Fort Worth, TX, United States

Position: Major Incident Analyst Location: Ft. Worth, TX Working Hours: 3rd Shift, 6 PM to 6 AM (24 x 7 Call Center)

Job Summary: The Major Incident Analyst is responsible for all aspects of the Incident Management (IM) process while working as part of a team to restore service as quickly as possible during a Major Incident. They will be leading the IM processes, driving technical teams towards resolution, communicating status updates, and capturing lessons learned for Post Incident Review. The Major Incident Analyst may also participate in Root Cause Analysis and Critical Process Reviews as part of their role in Problem Management (PM).

Key Responsibilities: Manage high and critical priority incidents, ensuring detailed processes and procedures are defined and consistently executed.

Work autonomously in a high visibility capacity to resolve major incidents.

Lead the post-incident review process, providing incident updates/debriefs, discussing IM process successes and improvement opportunities, determining courses of action, and assigning/holding technical staff accountable for completing action items.

Generate Daily Performance Reports that contribute to Metrics and Analytics.

Assist technical staff with providing IM and PM statuses and root cause analysis (RCA) reporting.

Assist with implementing IM and PM policies, procedures, and processes, ensuring alignment with business objectives and compliance with review processes.

Participate in technical meetings as an enterprise IM subject matter expert (SME).

Work under limited supervision in a 24 x 7 Call Center environment.

Qualifications:

Working knowledge of IT Infrastructure, Architecture, and/or DevOps.

Strong expertise in oral and written communications, including training and presenting to small and large audiences.

Strong facilitation and listening skills to guide teams in process development and improvement exercises and workshops.

Ability to facilitate constructive and professional debate, and gain compromise and consensus.

High-level understanding of various technologies.

Working knowledge of ITSM tools, reporting, and relational database systems.

Strong influencing and relationship management skills.

Ability to manage multiple high-priority efforts and competing priorities while remaining flexible to changing requirements, schedules, and priorities.

Self-driven and resourceful, capable of achieving goals independently as well as working well in groups.

Ability to quickly adapt to new technologies and changing business requirements.

Preferred Qualifications:

Bachelor's degree in Business, Computer Science, Information Management Systems, or closely related field, or an equivalent combination of education and/or directly related work experience.

Three years of Information Technology experience in a related area (such as second- and third-level service desk, network, server, database, telephony, middleware, or server support).

Two years of experience coordinating major incidents, changes, or problem management preferred.

General technical knowledge and related competencies of distributed information systems technologies (e.g., UNIX and Windows operating systems, WebSphere Application Server, Oracle Database, MQSeries, Web Application Infrastructure (WAI), Performance, Storage, etc.) and applications operating in the National IT environment.

General knowledge of IT and interdependencies in a large-scale, enterprise-wide complex operation.

Preferred certifications include: ITIL Foundations Certification.

High-level communication skills to drive for results, navigate discussions, and acquire needed technical support information for customers.

Effective interpersonal skills to build and maintain strong partnerships with technical managers and staff, application developers, and stakeholders.

Experience navigating ITSM (ServiceNow) and APM (Dynatrace).

Note: The above job description is a general outline of the major duties and responsibilities of the Major Incident Analyst role. It may be subject to change based on organizational needs.

Flexible work from home options available.

Compensation: $36.00 - $39.00 per hour

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