Incident Management Analyst
Understanding complex technical problems and effectively communicating business impacting issues and triage status to executive leadership and stakeholder groups. Defining and maturing incident management processes, best practices, and the function itself. Identifying and documenting process breakdowns that exacerbated or caused the impact. Responsible for performing Incident Management functions as prescribed by the Incident Management Team within the standard operating practices and processes of ITIL service operation framework. Partner with internal/external teams on operational issues. Dispatching on-call engineers, facilitating communication and driving resolution to events via standard operating procedures. Maintaining service level agreements, tracking escalations, and managing key performance indicators. Identify and develop solutions to problems within our tools, processes and partnerships.
Ability to break down complex incidents into smaller actionable components and develop a roadmap to incident equivalent
Experience working as an Incident Manager
2-3 years experience working in an organization that has implemented ITIL standards
2-3 years experience working on an incident management team
Knowledge of LAMP, DNS, NFS, TCP/IP, BGP, and other Internet protocols
Certifications, e.g., RHCT, ITIL, CCNA, PMP or equivalents are a plus
Incident Management
Time Management Skills
Documenting skills
Basic Unix diagnostic tools and commands
IT service management skills
Detail Oriented
written communication
Results driven
Multitasking Skills
Adaptability
Problem-Solving
Motivated to learn
Excellent Verbal Communication
According to JobzMall, the average salary range for a Incident Management Analyst in 1193 Coleman Ave, San Jose, CA 95110, USA is $54,205 to $93,593 per year. This range includes salaries from entry-level to senior-level positions. The actual salary for any given position will depend on the experience and qualifications of the individual.
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