Major Incident Management Analyst
About The Position
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. Major Incident Management (MIM) is a critical role in IT Service Management (ITSM), especially in organizations that rely heavily on technology. The primary goal of MIM is to quickly restore normal service operations when a major incident occurs and to minimize the impact on business operations. The Major Incident Manager is responsible for managing high-impact IT incidents from initiation through resolution. They coordinate response efforts across teams, ensure effective communication with stakeholders and drive the incident to closure.
Requirements
- Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience)
- 2+ years of experience in IT operations, service management or technical support
- Strong understanding of incident management and ITIL practices.
- Strong understanding of incident, problem, and change management processes
- Good understanding of enterprise technologies in a multi-tiered environment
- Ability to manage multiple priorities and make quick, data-driven decisions under pressure.
- Effective communicator at all organizational levels
- Excellent communication, coordination, and problem-solving skills.
- Strong analytical skills and attention to detail.
- Familiarity with major incident escalation protocols and technical troubleshooting
Responsibilities
- Lead the response to major incidents, ensuring timely resolution
- Facilitate bridge through engagement of technical teams, vendors, and third parties as needed
- Drive incident to facilitate issue resolution by leading technical troubleshooting using historical evidence and documentation
- Lead and engage resources to effectively identify troubleshooting and remediation paths to minimize downtime
- Escalating according to standard procedures and according to degradation and reported impact relative to current progress to remediate outage
- Provide clear, accurate and timely updates to stakeholders, including executives during the incident’s lifecycle
- Communicating limitations and roadblocks to internal stakeholders to facilitate effective decision making
- Gain understanding between involved parties to ascertain impact and relay information to engage appropriate resources to effectively troubleshoot
- Providing accurate and detailed documentation for incident records, including timelines, technical updates, impact analysis, and resolution steps.
- Produce post-incident reports that facilitate Root Cause Analysis (RCA).
- Ensure accurate, reliable and actionable documentation is created on every interaction
- Identify trends and recurring issues and report to leadership
- Propose and implement improvements to the Major Incident process
- Ensure adherence to SLAs and internal governance policies.
Benefits
- health insurance coverage
- voluntary dental and vision programs
- life and disability insurance
- a retirement savings plan
- paid holidays
- paid time off (PTO) or vacation and/or sick time
- bonus or incentive
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
