Major Incident Management Analyst

Job Title: Major Incident Management Analyst

Reports To: Major Incident Management Supervisor

Department: IT Operations

Shift-1:00 PM -9:30 PM MT

Job Summary

Major Incident Management (MIM) is a critical role in IT Service Management (ITSM) especially in organizations that rely heavily on technology. The primary goal of MIM is to quickly restore normal service operations when a major incident occurs and to minimize the impact on business Major Incident Manager is responsible for managing high-impact IT incidents from initiation through resolution. They coordinate response efforts across teams ensure effective communication with stakeholders and drive the incident to closure.

Key Responsibilities

1. Incident Coordination

• Lead the response to major incidents ensuring timely resolution

• Facilitate bridge through engagement of technical teams vendors and third parties as needed

• Drive incident to facilitate issue resolution by leading technical troubleshooting using historical evidence and documentation

• Lead and engage resources to effectively identify troubleshooting and remediation paths to minimize downtime

• Escalating according to standard procedures and according to degradation and reported impact relative to current progress to remediate outage

• Provide clear accurate and timely updates to stakeholders including executives during the incidents lifecycle

• Communicating limitations and roadblocks to internal stakeholders to facilitate effective decision making

• Gain understanding between involved parties to ascertain impact and relay information to engage appropriate resources to effectively troubleshoot

• Providing accurate and detailed documentation for incident records including timelines technical updates impact analysis and resolution steps.

• Produce post-incident reports that facilitate Root Cause Analysis (RCA).

• Ensure accurate reliable and actionable documentation is created on every interaction

• Identify trends and recurring issues and report to leadership

• Propose and implement improvements to the Major Incident process

5. Compliance & Governance

• Ensure adherence to SLAs and internal governance policies.

• Bachelors degree in information technology Computer Science or a related field (or equivalent experience)

• 2 years of experience in IT operations service management or technical support

• Strong understanding of incident management and ITIL practices.

Required Skills

• Strong understanding of incident problem and change management processes

• Good understanding of enterprise technologies in a multi-tiered environment

• Ability to manage multiple priorities and make quick data-driven decisions under pressure.

• Effective communicator at all organizational levels

• Excellent communication coordination and problem-solving analytical skills and attention to detail.

• Familiarity with major incident escalation protocols and technical troubleshooting

Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position actual salaries will vary and may be above or below the range based on various factors including but not limited to location experience and addition to base pay this position based on business need may be eligible for a bonus or addition Conduent provides a variety of benefits to employees including health insurance coverage voluntary dental and vision programs life and disability insurance a retirement savings plan paid holidays and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $54863 - $70000.