Incident Management Analyst

Job Description:

• Ensure incidents are escalated and facilitated to enable efficient and timely service restorations

• Communicate with all levels of management regarding Priority 1 and Priority 2 incidents 

• Support rotating on-call support for Priority 1/2 (24x7)

• Perform initial Priority assessments and mediate Priority assessment disputes.

• Facilitate the restoration of service. Facilitate discussions and identify resulting action items. Ensure the correct technical staff is working on an incident

• Escalate issues during the issue resolution 

• Facilitate and support lessons learned reviews

• Assist with enhancements of incident process documentation & incident reports

• Assist in measuring and improving, information and experience within incident management

• Ensure strong, clear and effective communication across all release stakeholders

• Ensure standards, tools and best practices are implemented

• Educate community about Incident Management services

• Completes ad-hoc and ongoing projects on an as-needed basis