Incident Analyst  

Job description:

Technical Reporting Function:

• Experienced in developing KPI dashboard
• Experienced at least one or two of the reporting tool applications:

• SQL Server Reporting Services (SSRS))
• Tableau
• Business Intelligence
• Splunk
• SQL query writing (SQL Server and Oracle)

• Knowledgeable in Web Services
• Knowledgeable Visual Basic

Demonstrated ability:

• Designing clear, concise data visualizations that maximizes audience understanding
• Thinking in business terms and designing data visualization via reports and dashboards
• Building strong relationships with the business, understanding/documenting their needs, and applying technology to address the needs

Incident Management:

• Responsible for the daily IT operations and activities
• Provides direction in the management of incidents and problems( end to end) ensuring timely resolution are achieved.
• Ensures the team follows the Standard Operation Procedures (SOP) in order to restore IT services within the defined Service Level Agreements (SLA).
• Implements policies and guidelines regarding how incidents are identified, received,

• documented, distributed, and corrected.

• Ensures proper IT Service Management (ITSM) processes are in place in order to

• maximize business efficiency.

• Establishes and maintains communications with key IT and business stakeholders

• critical in the IT operations, allowing effective information sharing and issue resolution.

• Serves as the point person in the coordination of critical incidents affecting the Client
• Business operations.
• Ensures communication is sent out to Client Global IT stakeholders, and document

• the incident/problem through the incident report

• Responsible for all activities that occur during the shift and provide a comprehensive

• shift turnover report and shift recap. The Shift Turnover report allows ESSPI Delivery

• Teams and Client Global IT Management to quickly review the critical events that

• impacted the business operations during a particular shift while the Shift Recap is to

  ensure continuity of the incident and problem management process from one shift to

  the other.

• Evaluate existing processes and identifying more efficient ways to accomplish goals

• and meet customer and client requirements; continuously improving the processes

  through regular assessment and adjustment.

• Possesses a command of the different tools, processes, and industry standards being

• used for the IT operations.

• Being responsive to clients whilst following the principles and procedures of the quality

• management system

• Identify, analyze problems and suggest improvements identified in their own area of

• responsibility and implementing those with a recognized business benefit

• Responsible for critical incident debriefs/Root cause analysis call and reporting

Job Qualification:

• Bachelor’s Degree in an IT related field
• At least 3 years’ experience in Incident Management
• 2+ years’ experience in Reporting and Dashboard development and data Analytics
• Must be business and customer oriented
• Strong verbal and written communication skills, with the ability to translate technical information to business terminology and experienced with Client, Vendor and stakeholder interaction
• Willing to render rotating shifts and should have no preference to schedule
• Possesses strong attention to detail, leadership, problem solving and analytical skills
• High level understanding of multiple IT Platforms and has good technical management, technical understanding, analyzing information, informing others, problem solving, coordination, strategic planning and quality management
• Respond adequately to inquiries and complaints
• Managed multiple high priority initiatives in a fast paced, highly technical environment
• Experienced with any ticketing system but experienced in CASD ticketing tool is a plus
• Able to develop and provide SLA’s and KPI’s
• ITIL Certified is a plus