BCO Systems Analyst Sr

The Business-Critical Operations (BCO) Systems Analyst SR plays a pivotal role in ensuring the stability and resilience of enterprise systems by proactively monitoring identifying and managing major incidents. This position is responsible for coordinating rapid incident response efforts maintaining governance standards and driving continuous improvement across incident management processes.

This role may involve direct communication with stakeholders to provide status of open issues as well as active collaboration across teams to achieve resolution. This individual will be expected to have a thorough understanding of all facets of Incident Management and responsibilities while working alongside manager(s) and director(s) to uphold/enforce departmental policies and procedures.

Essential Job Functions

Responsibilities include but may not be limited to the following:

Incident Management:

• Monitor systems and tools to proactively identify potential major incidents.

• Initiate immediate response and mobilize necessary resources upon incident detection.

• Classify and prioritize incidents based on IT Incident severity matrix.

• Lead and coordinate incident response efforts including stakeholder communication.

• Document incident details actions taken and resolutions.

Governance & Reporting:

• Participate in Weekly Operations Reviews (OR) focusing on P1 and P2 bridges from initiation to resolution.

• Maintain and update BCO process definitions and documentation.

• Ensure compliance with company processes for incident lifecycle: identification updates resolution and downgrades.

• Conduct bridge audits and close alerts as per defined procedures.

• Analyze survey data related to major incidents and present insights to leadership.

• Facilitate BCO training and onboarding

Cross- Functional Collaboration

• Partner with Service Desk IT Operations infrastructure and support teams.

• Coordinate with security compliance customer support and service delivery teams.

• Liaise with external vendors involved in incident resolution.

Knowledge and Experience

• 5 years or more of high-volume incident management or IT operations experience.
• Familiarity with monitoring and IT Service Delivery tools.
• Strong analytical and communication skills.
• Ability to work in a fast-paced 24x7 operational environment.
• Detail-oriented with a focus on documentation and process adherence.