Global incident management analyst

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented.

Identify the root cause and permanent fix.

Reduces risk – recurrence of incidents.

Reduces volume of incidents and or problems.

Make sure incidents are being assigned correctly to proper group.

Directly works with Service Desk to ensure proper recording of incidents.

Determines if an incident needs to be escalated according to priority and severity of the issue.

Create records with repeatable procedures with a goal of reducing the number of Incidents.

Identify Incidents for review particularly SEV1 incidents and Unknown Outages.

Takes lead in initiating post mortem review after every SEV1 incident.

In-charge of RFO documentation, necessary approvals and its final release.

Conducts Weekly Sev1 review which includes Trend Analysis Reports with regional IT leads and technical team (i.e. network, server, telco).

Provides monthly reports of Incidents.

Work with service desk in improving process and make sure documents are up to date.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!