Incident Management Analyst L1

Responsibilities

• Internalize and utilize documented procedures, styles, and standards for a consistent incident management experience
  • Obtain and record all significant efforts during the investigation and mitigation of a service outage
  • Craft clear, concise summaries of triage and mitigation efforts and the current service state
  • Identify and document significant milestones during the investigation and mitigation of a service outage
  • Identify and document key stakeholders involved in the investigation and mitigation of a service outage
  • Coordinate with service engineers to identify additional support and quickly engage those resources when necessary
  • Communicate with multiple stakeholders during service outage investigations via voice and chat
  • Coordinate closely with peers and team leaders during complex or extended service outages
  • Prepare postmortem documentation for the outage root cause analysis
  • Respond to manual escalations and communications with the assistance of a senior team member or shift lead
  • Monitor communication tools to track incoming incidents and assign them to the appropriate team member

Skills

• 1+ years of experience in IT support fields such as operations or service desk
  • Experience in following procedures, gathering metrics, and monitoring automated and manual notifications
  • Experience supporting enterprise-level applications, server hardware, databases, and networks
  • Experience using alerting, incident management, and work tracking tools like ServiceNow or Jira
  • Demonstrated ability to respond quickly and follow complex processes in a dynamic environment
  • Proven capacity to balance multiple responsibilities without compromising work quality, even in high-pressure situations
  • Highly motivated, detail-oriented individual contributor with outstanding organizational skills
  • Strong interpersonal and verbal communication skills, capable of working effectively within a diverse team
  • Superior written communication skills, including following basic English grammar rules, using templates, and adhering to documented styles and standards
  • Excellent customer service skills, responding to questions and urgent requests in a helpful, empathetic, and professional manner
  • Ability to work as part of a 24x7x365 team with shifts that include weekends and public holidays

Qualifications

• IT-related degree or certification

• Working knowledge of ITIL or a similar service management model
  • Prior experience working in a large multinational team

SHIFT :; Midnight - 10am local time in Ireland

Originally posted on Himalayas