Incident Management Analyst I - OT Support

RWE•Austin, TX

14d•$80,000 - $90,000

About The Position

The Incident Management Analyst I provides first-level technical support for operational technology (OT) systems and users. This entry-level role resolves common, low-risk incidents by following established procedures, using approved diagnostic tools, and accurately recording activities in incident management systems. The role works under direct supervision and escalates unfamiliar, complex, or higher-risk issues to senior analysts or specialized technical teams. The successful candidate communicates clearly and professionally with users, demonstrates a willingness to learn, and develops foundational knowledge of OT environments, support tools, and troubleshooting techniques.

Requirements

Associate’s degree in Information Technology, Computer Science, Engineering, Industrial Technology, or a related discipline; equivalent combinations of education, training, and relevant experience may be considered.
Minimum 1 year of IT experience.
Minimum 1 year of OT experience, or equivalent hands-on experience in an industrial, manufacturing, utilities, or operational environment.
Basic troubleshooting and problem-solving skills.
Ability to follow procedures accurately and consistently, including predefined procedures and work instructions.
Strong attention to detail when recording incidents and technical information.
Clear written and verbal communication skills and professional, courteous user-service skills.
Willingness to learn from senior analysts and technical specialists.
Ability to prioritize routine tasks and manage assigned incidents.
Awareness of confidentiality, cybersecurity, safety, and operational risk.
Ability to work effectively in a structured support environment.
Reliability, accountability, and a continuous-improvement mindset.
Basic knowledge of IT and OT support concepts; user support tools and service management platforms; incident logging and ticket management protocols; operating systems, end-user devices, networks, and basic system connectivity; first-level troubleshooting methods; and OT environments, systems, and operational processes.
Ability to use diagnostic tools with guidance.
Understanding of the importance of system availability, operational continuity, and safe working practices in OT environments.
Awareness of cybersecurity principles relevant to user support and OT systems.
Ability to recognize when an issue is outside the scope of first-level support and requires escalation.
Legally authorized to work in the United States; the employer is unable to sponsor or take over sponsorship of employment visas.

Nice To Haves

One or more relevant certifications, such as CompTIA A+, CompTIA Network+, CompTIA Security+, ITIL Foundation, a Microsoft or equivalent technical support certification, an industrial control systems, OT cybersecurity, or automation-related certification, or vendor-specific certification relevant to the supported OT environment.

Responsibilities

Provide first-level support for common, low-risk user issues affecting OT systems, applications, devices, and related technologies.
Receive, document, categorize, and track incidents and service requests in accordance with established procedures.
Gather relevant issue details from users, including symptoms, timing, affected systems, and business or operational impact.
Perform predefined troubleshooting steps for routine OT incidents under guidance.
Use approved diagnostic and monitoring tools to identify common system errors and basic connectivity or access issues.
Follow standard operating procedures, work instructions, and escalation protocols.
Escalate unknown, recurring, complex, or potentially high-impact issues to senior analysts or appropriate technical teams.
Maintain clear and accurate incident records, including actions taken, findings, resolution details, and escalation information.
Communicate status updates and resolution information to users in a clear, polite, and timely manner.
Collaborate with senior analysts and technical specialists to learn resolution techniques and build OT support capability.
Support the consistent application of security, safety, access control, and compliance requirements within OT environments.
Participate in knowledge-sharing activities and contribute to the improvement of support documentation and knowledge articles.
Perform other related duties as assigned.