Incident Management Analyst

The Incident Management Analyst will primarily be responsible for monitoring RouteOne third party partners performance and system availability for RouteOne products. The individual will collaborate with internal and external teams to support monitoring solutions, provide resolution for incidents impacting production environments, and actively initiate process changes to minimize re-occurrence.

A background which balances systems troubleshooting and IT/business operations is required for success in this position. In addition to external monitoring, the individual will also play an important role in monitoring the integrity of internal tickets affected by incidents. The individual is expected to proactively analyze, identify trends, verify insights and implement solutions to minimize incident disruptions toward Operations. The individual will also contribute toward business continuity in the way of establishing and/or refining standard operating procedures as well as provide analytical and reporting expertise across the department as needed.

Job Requirements

• Serve as the primary leader for all 3^rd Party incidents detected ensuring end-to-end resolution.
• Provide incident tracking, communication and updates to all stakeholders when performance or availability issues arise in the production environment through utilization of monitoring systems.
• Work with business leaders (internal and external) to understand operational impacts to incidents, summarize them clearly, provide temporary workarounds, and follow-up through issue resolution.
• Prepare Root Cause Analysis reporting to stakeholders and work with appropriate stakeholders to implement process improvements to prevent issue re-occurrence.
• Serve as part of a 24x7 on-call rotation for resolution of incidents, response to alerts, and escalation of hosting environment issues and emergencies.
• Identify support and outage trends, analyze data, and prepare analytical and graphical reports for leadership with actionable recommendations.
• Establish working relationships with third party partners to better anticipate system availability risks and strengthen re-occurrence prevention processes.
• Regularly monitor ticket data for business insights and liaise with responsible persons (including external business partners) to achieve operational improvements.
• Maintain and support current and future ticketing system enhancement requests with the responsible persons in charge for operational efficiencies.
• Document department standard operating procedures in a clear and concise manner. Perform the necessary quality testing of them to ensure correctness and completeness.
• Maintain safety, security, and privacy standards throughout all areas of responsibility.

Knowledge

• Experience delivering high uptime in a 24x7 production environment under customer facing SLAs.
• Experience establishing system-wide standards, policies, procedures, and methods.
• Proven history of creative problem-solving and contribution to the continuous improvement of procedures.
• Experience leading and collaborating with internal and external business partners to overcome operational issues which required swift resolution.
• Familiarity with a Contact Center/Help Desk environment, functional areas within them, and corresponding SLAs.
• General understanding of dealership lending processes and technology.

Skills

• Proficiency in Microsoft Office products, including but not limited to: Word, PowerPoint, Excel, Outlook, and Visio.
• Familiarity with Atlassian product suite, including but not limited to: Opsgenie, Jira and Confluence.

Abilities

• Excellent verbal and written communication skills.
• Ability to work quickly and well under pressure when dealing with third parties and system outages.
• Ability to think critically and problem solve.
• Ability to manage time and multiple priorities.
• Ability to document and update standard operating procedures.
• Disciplined, detail-oriented, and well organized with a strong background in operational methodology.

Other Essential Requirements

• Bachelor's degree in computer science, Information Systems, or other related field, or equivalent work experience.
• 1-3 years of experience in incident response and/or cyber security.
• 1-3 years of experience in data analysis and business analysis.