The Incident Analyst will be responsible for driving service-excellence across all of Reyes Family of Businesses, leveraging best practices and incident, problem management processes and tools to restore services to their normal operating state within agreed upon service level expectations.
This position will effectively manage the lifecycle of major incidents to the point of root cause, provide metrics on incidents and problems, and work to identify improvements that will ensure the stability of the Reyes Family of Businesses environment, preventing incidents from reoccurring.
Position Responsibilities may include, but not limited to:
· Participate in a 7x24 on-call rotation to manage major incidents
· Own business impacting events, restoring the environment to normal service operations w/cross-functional partners.
· Ensure timely communications and updates are provided to key stakeholders for major incidents.
· Drives root cause analysis activities by conducting meetings to review major and repeatable incidents, identify areas of improvement, assign corrective actions, and monitor corrective actions to completion.
· Develops and maintains incident and problem management policies, procedures, processes, and documentation related to incident and problem management tools.
· Creates metrics and reporting for measuring corrective action success and the impact the corrective actions have by reducing mean time to resolve incidents and the number of incidents throughout the environment.
· Work with internal and external support teams to ensure that the requirements are being met in incident and problem management meetings.
· Ensure adherence to Incident and Problem Management process and service level expectations (SLEs) through monitoring and escalation where needed.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
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https://insightglobal.com/workforce-privacy-policy/ .
3-5 years experience as an Incident Manager or Incident Analyst or Change Analyst or Problem Analyst
Experience being on bridge calls and leading a bridge to restore services as quickly as possible
Level 2-3 operations experience
Experience supporting a global company or large enterprise environment
Strong understanding of network and server technologies
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.