Global Services Incident Analyst

Reyes Holdings • Rosemont, IL

1d

About The Position

Position Responsibilities:
Monitor and ensure SLA’s/SLO’s are achieved by internal and 3rd party business partners
Identify areas for improvement in restoration procedures to mitigate future outages and business disruptions
Actively manage relationships with key stakeholders, markets and resolver stakeholder’s w/facts and metrics
Own business impacting situations, and work to restore normal service operations w/cross-functional partners
Identify and recommends opportunities for “clean slate” process improvement with regards to incident management, fault monitoring, triage procedures and issue escalation
Assists with the development of procedures for incident/problem management, metric and measure creation, management and administration of monitoring tools
Other duties as assigned

Requirements

• Associate’s Degree with 2 to 4 years of related experience or High School Diploma/General Education Degree (GED) and 5 plus years of specific experience
• ITIL v3 or v4 certification
• 1 to 3 years Incident Management Experience
• 1 to 3 years Global/Enterprise Support Experience
• 1 to 3 years Problem Management Experience
• 1 to 3 years Business Process Experience

Nice To Haves

• Bachelor’s Degree in Computer Science or related field
• ITIL Intermediate certification
• 1 to 3 years technical knowledge in areas such as Networking, Active Directory, VDI, Citrix

Responsibilities

• Monitor and ensure SLA’s/SLO’s are achieved by internal and 3rd party business partners
• Identify areas for improvement in restoration procedures to mitigate future outages and business disruptions
• Actively manage relationships with key stakeholders, markets and resolver stakeholder’s w/facts and metrics
• Own business impacting situations, and work to restore normal service operations w/cross-functional partners
• Identify and recommends opportunities for “clean slate” process improvement with regards to incident management, fault monitoring, triage procedures and issue escalation
• Assists with the development of procedures for incident/problem management, metric and measure creation, management and administration of monitoring tools
• Other duties as assigned

Benefits

• Medical
• Dental
• Vision coverage
• Paid Time Off
• Retirement Benefits
• complimentary Health Screenings

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree