Analyst I, Systems Operations
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Job Description
Structured overview of role & requirementsAbout This Role
Coordinate incident activities enterprise-wide to ensure effective incident, change, and problem management processes.
Provide 24x7 support for production and disaster recovery environments, minimizing service interruptions through immediate response and escalation.
Act as liaison between business and technology teams during high severity incidents and recommend process improvements for incident and problem management.
Minimum Requirements
Bachelor's degree preferred in Computer Science, Information Systems, or related discipline.
2 to 4 years of experience in Incident Management or as an Incident Coordinator.
Considerable knowledge of ServiceNow change, incident, and problem management principles and ITIL standards.
Ability to provide 24x7 support and manage multiple tasks simultaneously.
Ideal Candidate Profile
Experienced in handling incidents across multi-data center environments with strong escalation and resolution skills.
Comfortable making real-time decisions and coordinating incident responses involving multiple teams.
Proficient in IT infrastructure concepts and familiar with continuous improvement of incident and problem management processes.