Incident Management Analyst

2 weeks ago

Toronto, Canada Integriti Group Inc Full time

**Position Summary**: As part of the IT Operations team, the Incident Management Analyst plays a critical role in the Operations of our Fortune 500 client. In IT Operations our uptime, performance and availability of all services are critical to the success of our product and our business. The Incident Management Analyst plays a key role in incident coordination, facilitation and communication to our customers.

**Key Responsibilities**:

- Must be a hands-on, technically proficient, Proactive Operational Manager, experienced working on Production issues and incidents in the cloud. Must have strong experience triaging and guiding teams to resolve Production issues
- Experience in Ecommerce, or other similar high-profile industries with high uptime requirements
- Proactively manage incidents and problems to minimize customer impact and meet SLAs.
- Facilitate post incident review meetings to drive root cause analysis, customer impact, remediation plan and lessons learned
- Providing rotating 24/7 Incident Management on-call support
- Act as the incident liaison for escalations from other departments
- Recommend and implement suggestions for process improvements to adapt to new requirements or new product offerings.
- Create internal and customer facing Post Incident Reports for major incidents and identify improvements of processes within the department or externally
- Work closely with other departments and maintain communication with them during a major incident
- Ability to manage Projects, using Operational resources to complete scheduled tasks and projects.

**Required Experience**:

- Minimum of 4 years of experience with Incident Management.
- Experience in a 24/7 SLA based IT Operations/Application Support Environment.
- Experience designing incident and problem management processes.
- Ability to multitask in a mission critical environment
- Experience using an ITSM based ticketing system preferably JIRA Service Desk.
- Strong understanding of, and experience with, IT Service Management best practices including Incident Management, Problem Management and Change Management
- Excellent written and verbal communication skills with strong attention to detail

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