IT Analyst, Critical Response Team (CRT)
About The Position
Corning is seeking an experienced D&IT Incident Analyst to manage individual IT incidents and coordinate internal and third-party teams throughout incident management. The role supports Major Incident Management and the high availability of Corning applications and services by improving day-to-day operations, supporting strategic decisions, and improving the quality of D&IT services. The analyst will also examine incident patterns and recommend and implement actions to improve system availability. The position is part of a 24/7 organization and works a set eight-hour schedule, either Sunday through Thursday or Tuesday through Saturday. The position does not support immigration sponsorship.
Requirements
- Associate degree or relevant work experience.
- At least five years of operational experience in an IT technical domain in a support role.
- Experience working directly with end users in a customer-facing environment.
- Broad knowledge of IT technology domains, including server, storage, database, cloud, security, and network technologies.
- Effective leadership, organization, and planning skills, including the ability to handle changing priorities.
- Advanced technical troubleshooting and problem-solving skills.
- Knowledge of Service Management/ITIL processes and procedures.
- Experience with IT Service Management, ITIL, and ITSM tools.
- Ability to work a set eight-hour schedule as part of a 24/7 organization, on either a Sunday-through-Thursday or Tuesday-through-Saturday schedule.
- Incident and Availability Management skills.
- Excellent communication, interpersonal, and influencing skills.
- Self-motivated, able to work in a team environment, and able to motivate others.
- Self-confident, results-oriented, persuasive, and influential.
- High attention to detail and ability to identify patterns in data.
- Strategic mindset.
Nice To Haves
- Bachelor’s degree in business management, Information Technology, or a similar relevant field.
- ITIL certification.
- Six Sigma or Yellow Belt certification.
- Experience with ServiceNow Performance Analytics.
- Experience reporting on incidents, tasks, SLAs, and CMDBs.
- Project management skills.
- Analytical mindset.
Responsibilities
- Ensure Incident Management processes meet SLA/OLA commitments and service quality standards.
- Manage the incident lifecycle, including prioritization, escalation, tracking, and resolution.
- Fulfill Major Incident Management responsibilities, including the Commander and Communicator roles.
- Coordinate with the Service Desk, support teams, Process Managers, and Service Integrators to restore services quickly.
- Monitor incident queues and workloads to ensure SLA compliance.
- Complete Post-Incident Reports and transition incidents to Problem Management as appropriate.
- Identify and analyze recurring incidents, trends, metrics, and root causes to drive service improvements.
- Track escalations and ensure timely incident resolution.
- Partner with stakeholders, including service lines, to identify and support improvements that reduce service disruptions.
- Escalate critical unresolved incidents to leadership and provide timely, accurate status communications.
- Maintain and improve operational procedures to enhance service reliability.
- Report operational performance and recommendations to IT leadership and stakeholders.
Benefits
- Company-wide bonuses and long-term incentives.
- Company-paid pension benefit with fixed contributions.
- Matching contributions to the 401(k) savings plan.
- Medical, dental, and vision benefits.
- Paid parental leave.
- Family-building support.
- Fitness benefits.
- Company-paid life insurance.
- Disability benefits.
- Disease management programs.
- Paid time off.
- Employee Assistance Program (EAP).
- Recognition program.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
