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!