Technical Support Analyst

6 days ago


Toronto, Ontario, Canada Encore Technical Solutions Inc. Full time

At Encore Technical Solutions Inc., we are seeking an experienced Incident and Problem Management Analyst to join our team. This role focuses on enhancing service reliability and minimizing future interruptions through active participation in incident and problem management processes.

The primary goal of this position is to support the prompt recovery of normal service operations after incidents and to contribute to identifying and resolving the root causes of recurring issues.

Responsibilities:
  • Provide support in managing Severity 1 and 2 incidents reported to the Service Desk, ensuring timely restoration of services.
  • Assist in impact assessments and actively participate in major incident calls, collaborating with relevant teams to minimize business disruption and restore services.
  • Maintain clear communication with internal and external stakeholders, providing regular updates during the incident lifecycle to ensure transparency and alignment.
  • Document incident details, including key actions and timelines, and assist in conducting thorough root cause analyses for recurring issues.
  • Contribute to the problem management process by analyzing recurring incidents, identifying patterns, and implementing solutions to prevent future occurrences.
  • Support the preparation and delivery of management reports, such as incident summaries, metrics on lost service hours, and root cause analysis reports.
  • Collaborate with team members to ensure effective workload distribution and participate in on-call rotations as needed.


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