Senior Service Management Analyst

The Service and Incident Management Sr. Analyst will be part of the Global Technology Service Center with Critical/Major incident management being the primary responsibility. This resource will be working with multiple teams across business and technologies to manage incidents and run bridges with the primary objective of reducing MTRS.

Requirements

• Prioritize incidents according to their urgency and impact to the business and escalate (technical and/or hierarchical) as needed
• Engage team, partners and stakeholders appropriately to ensure full collaboration, multiple viewpoints and full transparency
• Maintain a professional demeanor and attitude while being assertive when leading an incident investigation
• Act with decisive confidence and exercise influence over a wide range of individuals at all levels of business and technical leadership
• Apply technical acumen to ask the right questions, collect the responses, set actions based on information, and to follow-up with probing questions if the response does not fit the situation
• Ensure incidents are fully documented both during and after the incident, including gathering and recording the full incident timeline of events
• Collaborate with multiple teams across business and technology to ensure processes are in compliance with guidelines
• Communicate to affected business areas as well as executives
• Produce documents that outline incident protocols such as how to handle cybersecurity threats