The Incident Management Analyst is responsible for providing leadership and direction to ad-hoc technical resources to ensure the successful investigation and resolution of all production or client impactful incidents.  The Incident Management Analyst manages incident workflow and all client communication from incident escalation through resolution, including postmortem and problem management. The Incident Management Analyst takes great care in fostering internal and external relationships in order to organize incident resolution efforts as quickly and smoothly as possible.

Duties & accountabilities:

• Manage the restoration process for the customer incidents by guiding technical teams to execute timely resolution procedures

• Coordinate and manage communication bridges and execute escalation procedures with client and internal resources

• Provide timely, succinct and clear written and verbal communication to all stakeholders during Production incidents including delivery of a written postmortem

• Ability to prioritize multiple high priority issues at any given time without sacrificing client SLA commitments

• Strong interpersonal skills:  Ability to manage, work with, and guide multiple opinions and personalities to reach a common goal

• Desire and ability to understand client concerns and how they relate to firm-wide objectives

Business Competencies:

• Minimum two years of incident management with client facing experience in technical or web hosting environment

• Strong communication skills are particularly important for this role

• Must be able to write concise documents that anticipate and answer executive level questions after an outage or high severity incident

• Familiarity with basic troubleshooting processes for software applications

• Working knowledge of monitoring platforms and applications preferred

• Bachelor’s degree preferred

• ITIL Certification a plus

• Ability to cover on call shifts, including weekends and after hours

Personal competencies:

• Strong influencing skills

• Display energy, drive, and stamina

• Ability to use own initiative to solve problems

• Must be an excellent communicator both written and verbally

• Flexible and willing to adapt to changing situations