JOB DESCRIPTION
The Incident Management Analyst is primarily responsible for troubleshooting and problem resolution for the Alorica network and system infrastructure. The IM is responsible for making critical decisions to support business needs and limit impact to Clients during service interruptions. The IM must be able to lead an outage bridge by controlling the inputs from key technical resources, effectively and accurately communicating situational status and ensuring that follow up actions are recorded and assigned. The IM is challenged to master complex technical concepts and attain the technical skills required to be successful in a continually evolving environment.
Responsibilities:
- Provide 24x7 system, data analysis, and support for all Severity 1 Incidents/Outages.
- Provide, as needed, coverage for Incident Management resolution activities
- Responsible for leading troubleshooting network and system infrastructure (loss of connectivity, application performance issues, system configurations, OS bugs, etc)
- Works in conjunction with IT support groups on issues affecting the production environment and assists in coordination of scheduling for software updates, special program runs or any other change to the normal production schedule
- Identify potential areas where policies and procedures require change and where new ones need to be developed, especially regarding future business
- Performs at or above the enterprise's Information Technology Organization performance standards
- Troubleshoot advanced technical issues and customer concerns within assigned areas
- Identify and implement work efficiencies through process improvement techniques
- Build and maintain effective vendor/customer relations
- Meet with various IT support teams to review service metrics and discuss best practices
- Successfully manage multiple priorities
- Establish and moderate conference bridge calls for Severity 1 issues impacting incidents or upon request
- Communicate to Sr Operations and Client Services management on high impact problems
- Escalate to Team Lead or Manager in the event of insufficient support and follow-up
- Work in a team environment learning the responsibilities of Incident Management and peer level positions, participating in knowledge transfer and taking on additional tasks and responsibilities with a view toward advancement
- Meet or exceed departmental metrics as established over time
- Understand business processes and their use of technology
- Take every opportunity to learn new technology and advance in support knowledge
- Any other duties as assigned by management
