Cybersecurity Staff Analyst | Incident & Problem Management (Remote)
About The Position
The objective of Incident/Problem Management is to drive incident lifecycle management in order to reduce the velocity of incidents and mean time to resolution, while increasing overall security of the environment through infrastructure and application hardening. This role will facilitate security incidents to a prompt resolution, identify opportunities to improve overall lifecycle management of products, and eliminate or reduce the impact of service outages and problems within The Home Depot. The position also involves coordinating and ensuring major events are well-communicated and driven to completion, with real-time monitoring and notifications of high-profile events and instant action on adverse effects.
Requirements
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
- 8 years of work experience
Nice To Haves
- Experience in Incident, Problem, or Change management
- Experience in ITIL V4 Foundation
- Excellent communication skills
- Ability to de-escalate and lead situations
- Knowledge of IT systems and purpose
- 2+ years of previous leadership experience
Responsibilities
- Respond to incident engagements
- Familiar with ITIL v4 Foundation
- Base knowledge of IT systems and purpose
- Scope and document all incidents with appropriate parameters
- Manage incidents to service restoration including validation
- Follow escalation process
- Create and assign problem records, when appropriate
- Document root cause and no-repeat plans for all assigned problem records
- Follow up on problem tasks to completion.
- Ensure end-users follow emergency break/fix process for change compliance
- Facilitate activities involved in the event management process
- Oversee multiple projects simultaneously
- Strategic partner to align solutions to customers expectations
- Communicate to various levels of business partners
- Collaborate with stakeholders, business partners, colleagues, developers and others to deliver high quality solutions
- Partner cross-functionally to define assess, communicate, implement, train and change management of projects
- Lead, mentor and provide guidance to team members and partners
- Serve as SME and perform research/analysis within assigned projects
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
