Incident Analyst E-2

Responsibilities:

● Lead the end-to-end management of major incidents with focus on high severity

incidents, ensuring swift and effective resolution.

● Collaborate with cross-functional teams to coordinate the response and restoration

efforts during major incidents.

● Act as the primary point of contact for all major incidents, providing clear and timely

communication to stakeholders, including senior management and affected business

units.

● Prepare and distribute incident reports, detailing the cause, impact, and resolution of

major incidents.

● Conduct thorough root cause analysis for major incidents, working closely with relevant

teams to identify underlying issues and prevent recurrence.

● Implement preventive measures and process improvements based on the findings of root

cause analysis.

● Maintain comprehensive documentation of major incidents, including incident details,

response actions, and resolutions.

● Regularly update incident management procedures and documentation to align with best

practices and industry standards.

● Proactively identify opportunities for improving incident management processes and

contribute to the development of best practices.

● Collaborate with other teams to enhance overall incident response capabilities and

resilience.

Skills:

● Bachelor's degree in Information Technology or equivalent work experience.

● At least 2.5-4 years of experience in IT operations, with a focus on incident management.

● Proven experience managing major incidents in a fast-paced and complex environment

● Previous experience in a similar environment - especially in Incident/Problem but also in

other ITIL processes as Change management

● Willingness to work on shifts and on call

● Experience in using Service Now and Service Desk is desirable

● Strong communication and interpersonal skills, with the ability to interact effectively with

stakeholders at all levels.

● Proficient written and spoken English skills