Incident Management Analyst

Role Objective:
As an Incident Management Analyst you will provide firstlevel support for operational issues perform deployments of existing engineering patterns engage Automation/Platform Teams for requirements gathering and perform operational processes to validate and ensure the health and capacity of the cloud platform. You will collaborate with Automation/Platform Engineers in the development of engineering patterns deployment specifications and enablement of patterns through the DevOps automation pipeline.

Execute the management of incidents investigate and track incidents to resolution in a timely manner and within predefined SLAs
Execute the assessment of incidents to identify the appropriate teams required to bring incidents to closure; assist with the implementation of workaround solutions as needed
Execute technical quality assurance protocols methods and test plans to inspect and test digital products prior to redeployment
Execute and document postincident summaries root cause analysis and mitigation protocols to lessen the likelihood of repeat incidents
Execute the tracking of incidents and relevant timelines including progress and status Execute the communication of the existence and status of incidents to relevant stakeholders relaying information on business impact risks prioritization mitigation and estimated time to resolution
Execute the documentation of incident management processes procedures standards and SLAs.

Key Skills/Experience Required:

69 years of experience with 3 years of experience in incident managementfocused role
Degree in Computer Science Computer Engineering or related field preferred
Experience ensuring technology delivery meets policy regulatory architectural and security standards
Experience providing technical escalation points for production support during normal business and offhours
Experience with Agile methodology Chatbot UIpath
Experience with incident management tools like SNOW preferably
Experience with production monitoring tool (Service monitors/BOT monitors/ Health dashboard creation etc)
Ability to work is a fast paced agile environment with large crossfunctional teams Ability to manage multiple priorities at the same time
Ability and aptitude to pick up new technologies or procedures Strong problemsolving skills
Excellent interpersonal and communication skills both written and verbal