Incident Analyst/Support

Primary Responsibilities: 

• Instinctively takes the lead in high stress situations and leverages their strong problem solving skills and ability to facilitate surrounding support teams to perform Major Incident Management functions critical to production up time. 

• Responsible for leading restoration of site impacting incidents through ownership of outage bridge calls, triaging and investigation of infrastructure and application health, and orchestration of available resources to drive resolution of degraded systems as quickly as possible. 

• An understanding of application and infrastructure fundamentals is key for this position. 

• Strong communication skills and the ability to work both individually and across a globally diverse group of engineers and support staff are also required. 

• Outside of incident support, the candidate is a self-motivated individual who identifies opportunities and acts on them. 

• Responsible to help drive operational maturity and efficiency through process refinement, automation development, knowledge sharing sessions, and partnership across a variety of business units to promote a highly reliable organization. 

Responsibilities 

• Owns, drives restoration and coordinates efforts across multiple support teams 

• Identifies own goals and determines how to achieve them; works independently 

• Can detect underlying problems and patterns. Looks beyond the obvious 

• Establish command and control structures for Major Incident Management that dynamically expand depending on the situation 

• Foster and evangelize IT best practices for Major Incident Management including detection, triaging, assessment, troubleshooting and restoration 

• Identify problems and implement solutions that address site and infrastructure resiliency, availability and performance issues

Requirements 

• Strong analytical and problem solving skills 

• Ability to skillfully navigate tough situations both internally and externally 

• Exceptional communication skills – both written and verbal 

• Organized with a natural inclination for planning strategy and tactics 

• Problem solving and root cause identification skills 

• Ability to establish and maintain strong relationships at all levels in an organization 

• Must be able to work collaboratively with and through others 

• This position requires regular on-call and weekend rotations 

• 2 year degree required