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KTek Resourcing · 1 day ago

Incident Analyst

Atlanta, GA

Contract

Hybrid

Entry, Mid Level

KTek Resourcing is seeking an Incident Analyst to support Problem & Change Management. The role involves monitoring incidents, leading outages for service restoration, and ensuring effective communication and management during high-pressure situations.

Health CareHuman ResourcesMedicalStaffing Agency

H1B Sponsor Likely

Hiring Manager

Saurabh Garg

Responsibilities

Well versed in Problem Management process, tools, incident trends analysis towards operational excellence

End to end service/application monitoring; assess alerts and take appropriate action to assure signals are addressed, including ticket creation, assignment to support team and lead incident resolution

Proactively lead and drive outages for a quick service restoration; provide support and leadership for all events, especially high priority incidents

Maintain control, ownership and operational authority of an outage triage during high-pressure situations

Actively direct and prioritize all aspects of the incident bridge line and chat, with sense of urgency, to ensure effective resource management and service restoration

Provide timely and concise updates to incident records and incident

Ensure timely engagement of essential technical support teams/personnel

Provide updates and escalate to various levels of management according to process

Compose outage notifications and ensure content is complete, clear, concise and relevant to the audience

Maintain operational process consistency across IT technologies

Qualification

Problem ManagementIncident ResolutionService/Application MonitoringOperational ExcellenceCommunication Skills

Required