Senior Infrastructure Services and Management Analyst - Incident Management

Job Description

This role blends the proactive problem management and root cause analysis focus with the reactive nature of incident command. This role requires a comprehensive understanding of problem management and incident management processes, strong leadership, and excellent communication skills. Participates in developing and conducting QA reviews of assigned IT functions. Identifies, evaluates, and reports on process area effectiveness and provides continuous process improvement feedback to area management. Ensures quality objectives are met within prescribed timeframes.

Job Responsibility

Job Qualification

• Bachelor's Degree required, or equivalent combination of education and related experience.
• 3-5 years of relevant experience, required.

Highly Preferred Experience:

• Problem Management Expertise: Demonstrable experience in problem management methodologies (e.g., ITIL), including proactive problem identification, trend analysis, and known error management. Experience defining, documenting, and implementing problem management processes.
• Root Cause Analysis (RCA) Skills: Proven ability to conduct thorough and effective RCA investigations using various techniques (e.g., 5 Whys, fishbone diagrams, Kepner-Tregoe). Experience identifying underlying causes of incidents and recommending corrective actions.
• Incident Management Experience: Practical experience managing incidents, understanding incident lifecycle, and coordinating technical teams. While not necessarily a primary Incident Commander, familiarity with incident command principles is crucial.
• Technical Proficiency: Solid understanding of IT infrastructure, applications, and their interdependencies. Familiarity with monitoring tools, logging systems, and performance analysis techniques.
• Analytical & Problem-Solving Skills: Strong analytical and critical thinking skills to identify patterns, trends, and anomalies in data. Ability to develop creative solutions to complex technical problems.
• Communication & Collaboration: Excellent communication skills (written and verbal) to effectively communicate technical findings and recommendations to both technical and non-technical audiences. Ability to collaborate effectively with various teams.
• Process Improvement Mindset: A proactive approach to identifying areas for improvement in processes and systems to prevent recurring incidents.
• Availability: Availability to work outside regular business hours and on-call as needed.

Highly Preferred Skills

• Proactively identifying and analyzing trends in incident data to identify potential problems.
• Conducting thorough root cause analysis investigations for major incidents and recurring problems.
• Developing and implementing corrective actions to prevent future incidents and problems.
• Documenting problem records, known errors, and workarounds.
• Contributing to the improvement of incident and problem management processes.
• Collaborating with incident management teams to ensure effective problem resolution.
• Communicating findings and recommendations to stakeholders.
• Participating in incident response efforts as needed, potentially taking on Incident Commander responsibilities in specific situations.

*Additional Salary Detail

The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future.When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).