The Incident Analyst is responsible for driving service-excellence across all of Reyes Holdings businesses, reducing meantime-to-repair, and leveraging best practices and incident/problem management tools. The ideal candidate should have a passion for working with various groups and technologies and is technically creative in leveraging the boundaries of existing assets and personnel. This role is focused in governance and policy.
Responsibilities:
Manage, monitor, and ensure SLAs/SLOs are achieved by internal and 3rd party business partners.
Develop and enrich restoration procedures to mitigate future outages and business disruptions.
Author and govern production readiness documentation, testing, and product and warranty services.
Actively manage relationship with key stakeholders, markets and resolver stakeholders w/facts and metrics.
Own business impacting situations, and work to restore normal service operations w/cross-functional partners.
Identify and recommends opportunities for clean-slate process improvement with regards to incident management, fault monitoring, triage procedures and issue escalation.
Develop procedures for incident/problem management, metric and measure creation, management and administration of monitoring tools.
Guide the timely execution of scheduled and repeatable processes such as periodic system validations, daily triage, system monitoring and event log management.
Collaborate with architecture, development, and engineering teams to identify root cause for recurring incidents and create an action-plans for resolution.
Leverage and lead the root-cause/problem management process to correlate trends business impacts.
Multitasking Leadership and influencing skills to pursue problem resolution accurately during business impacts.
Demonstrated interpersonal skills and ability to translate technical incidents into business terms.
Ensure timely communications and updates are provided for incident management and root-cause scenarios.
Provide 24x7 service assurance of critical to sell ecosystems on a global basis.
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· 2-3 years Incident Management AND Problem Management Experience
· Bachelor's degree in computer science or related IT field with 3 plus years of work experience in Global/Enterprise Support, Business Processes and / or Change Management or HS Diploma with 6 plus years of work experience in Global/Enterprise Support, Business Processes and / or Change Management.
-Must possess ServiceNow administrative experience, specifically how to configure workflows and scripts
· ITILv4 certified or demonstrate knowledge of ITIL best practices.
· Proficient in Microsoft Office Suite, emphasis on Excel and PowerPoint
· Must have a passion for working with various groups and 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.