Incident Management Analyst Contract

Job Description:

• Manages technology incidents impacting businesses.
• Work with relevant business & technology group/units to comply with the Incident and Problem Management processes and procedures, to facilitate and improve incident recognition, logging, assignment, tracking, status notification, escalation, documentation and management reporting.
• Participation in all incident resolution calls to facilitate incident determination, recovery and resolution.
• Timely incident recognition, logging, assignment and resolution (or bypass / temporary resolution where permanent resolution within the allotted timeframe is not feasible) with proper documentation.
• Incident progression co-ordination and monitoring of Incidents and potential areas through symptoms, trends or deviations from standards.
• Escalation of critical and unresolved Incidents to appropriate levels of management.

Key requirements:

• ITIL certification.
• Experience in managing complex IT initiatives in a matrix environment Technical expertise on one or more of the following disciplines is required: Open Systems, Mainframe, Storage, Network, Web/Application/Middleware services, Service Management functions, or Application Development.