... You can save your resume … A well-drafted IT Service Desk Manager Resume … Eligible candidates for this job hold a Bachelor’s Degree in an engineering field or in information technology. â¢ Possesses strong technical aptitude â¢ ... â¢ Adaptability - Exhibits the capacity to su... â¢ At least one (1) to three (3) years of pri... â¢ Analytical and proactive problem-solving s... â¢ Uses analysis and internal peer reviews to identify significant trends requiring further investigation, root causes; predicts potential impact; improves the quality and consistency of SARs reported to the U.S. Government; and provides reporting to various levels of senior management, monitoring teams and other Compliance... â¢ Have excellent interpersonal skills and ab... â¢ Supervise othersâ work (in particular, rev... â¢ Strong communication skills: oral and written. No need to think about design details. Include the Skills section after experience. … Position Description The Incident Management Analyst is a member of the Incident and Problem Coordination team responsible for managing Incident/Problem lifecycle. An IT Service Desk Manager provides resources that are needed for the service desk team.The job description also includes creating and managing procedures for problem resolution and overseeing the IT service, desk team. Ensure incidents get resolved in a timely and consistent manner, with escalation to the Senior Manager as necessary, and ensure documentation related to incidents is thoroughly completed and retained, Function as the incident âownerâ for Major Incidents and assume overall responsibility for the incident through its life-cycle, Hold accountable Technology Services teams to follow the incident management process for all incidents respectively assigned to their areas, Handle projects related to the Service Desk as necessary, Organize, facilitate and lead technical teams to work together to resolve major incidents, Act as an escalation point to expedite incidents and problem resolution, Assist in the development and improvement of processes and metrics development, Responsible for performing Incident Management functions as prescribed by the Incident Management Team within the standard operating practices and processes of ITIL service operation framework, Communicate and translate business impacting issues to executive leadership, Interface with internal/external customers on operational issues, Break down complex incidents into smaller actionable components and develop a roadmap to incident equivalent, Quickly learn and apply new technologies within, Knowledge of ITIL Service Lifecycle phases, framework, and best practices, Knowledge of DNS, NFS, TCP/IP, and other Internet protocols, Knowledge of basic Unix diagnostic tools and commands, Able to identify, analyze and address problems to resolve issues with minimal negative impact and risk to the organization, Bilingual: French & English, both written and oral, Motivated and able to work independently, lead a team, or be in a team environment, Working in an Incident Response role with experience in examining suspicious / malicious network events, analyzing malicious code / exploits, and system / network forensics, Understanding of networking protocols and infrastructure designs; including routing, firewall functionality, host and network intrusion detection / prevention systems, encryption, load balancing, and other network protocols, Knowledge of ITIL Service Lifecycle phases, framework, and best practices Knowledge of LAMP, DNS, NFS, TCP/IP, BGP, and other Internet protocols Knowledge of basic Unix diagnostic tools and commands, Solid experience with core operating systems and applications, Good application and hardware troubleshooting experience, Knowledge of Data Center Facilities and IT Services equipment, The ability to work with project teams and other infrastructure teams to deliver quality solutions in a fast-paced environment, Travel to support remote offices; approximately 15% frequency, In a similar role as a Major Incident and/or Problem Management Analyst, ITIL Foundation certification is highly desired, ITIL Foundations or Intermediate Certification, Knowledge of Web architecture, Object Oriented Architecture (OOA) and Service Oriented Architecture (SOA), The primary purpose of the Incident Management Analyst role is to ensure that priority incidents are managed effectively and professionally, resulting in the restoration of normal service quickly, efficiently and with minimal impact to the business, Report on production outages and their impact, Provide detailed notes of highly visible production issues (P1 level tickets) on a timely basis to the on-call production support staff and executive management, Provide production support for any quarterly releases, conversions or projects when needed, Define and enhance proactive monitors to prevent outages, Sharepoint functional site administration, Make sound judgments in a fast-paced corporate environment, Be available to assist team after hours, be on call and work nights and weekends as required, Operations Process, Tools and Metrics (OPTM) team consists of Incident Management, Change Management, Disaster Recovery, Metrics and Strategy teams which ensures consistent implementation of robust and efficient processes and tools within the Global Technical and Application Management organization, Leads high/critical incidents and ensures that incidents are resolved in a timely manner, Keep IT management informed of incidents and status through the IT Advisory process, Drive to Root Cause after the end of an incident, Review and manage open incident advisories, Important: Weekend on-call and after hours on-call required in rotation with other team members, Emotional Resilience and continuous improvement philosophy and practice Self-starter, This includes proactive identifying of trends and potential problems to prevent incident from occurring and to minimize the impact of incidents that cannot be prevented, Facilitate the resolution of all systems outages in the production environment affecting the companyâs credit business community. IT Incident Management Analyst with 8 years in technical and customer support roles. Serial No: 3864 ... Ensured that all IT teams followed the incident management process, SLA’s for every incident… Create a Resume in Minutes with Professional Resume Templates, Enterprise Change & Incident Management Analyst, Incident Management Analyst Resume Samples. Incident Management Analyst role is responsible for customer, troubleshooting, software, business, refining, integration, training, digital, database, security. ), After service has been restored, works with technical teams to perform Root Cause Analysis (RCA) and identify and document preventative measures and follow-up actions, Oversees the creation and maintenance of Knowledge Articles (i.e., Known Errors, Workarounds, etc. San Francisco, CA, Production Services Incident Management Analyst. In addition, reviews and audits the process, Incident Manager will be the backup for the Service Request Lead, Service Request Lead will be the backup for the Incident Manager, Must possess a working level knowledge of Service Now to include advanced functions and reports, Strong fault finding/diagnostics/trouble-shooting skills, Superior verbal, written and presentation skills, Collaboration and team leadership abilities, Good organizational skills. and availability targets, Works across a wide array of product lines and engages various levels of management on a day to day basis, Develops, coordinates and promotes incident management activities across enterprise and takes responsibility for effective functioning of Incident Management processes across all support areas, Engagement following onset of a production incident, Provides immediate tactical response and coordination minimizing duration of service interruptions, Responsible for daily operations of information technology (IT) and business processing functions, Manages and directs technical and functional specialists and computer operations staff in restoration of service during an incident, Partners with IT management to establish strategies and priorities for overall IT operations understanding current and future business demands, Acts as liaison between inter or intra-datacenter teams for high severity incidents, Assists in managing and developing tactical plans for Operations, Provides work assignments for team members, In conjunction with the problem management function, identifies and implements cost-saving and continuous improvement initiatives within the information processing area, Develops and maintains departmental standards and procedures, Consults with other teams on proper integration and correlation of the incident management process and their respective areas, Maintains awareness of emerging technologies, trends and best practices in computing hardware, software and operational processes, Provides regular incident bulletins to teams concerning open or ongoing incidents, Reviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident management process, Facilitates daily, weekly and monthly tactical meetings as well as creates incident reports as determined by the business, Works with external clients and other internal teams on an as needed basis, Must have minimum 3 years’ experience as an Incident Management Analyst, Decision making ability within specified parameters as well as independent and collaborative decision making skills, Ability to effectively establish and maintain relationships across the organization, Demonstrated skill in timely, proactive, responsive follow-through on deliverables, Proven ability to function in an environment requiring flexibility, good judgment and sound decision-making often based on limited information and/or under extreme conditions, Drive resolution of incidents and maintain accountability for timely issue resolution, Critical Incident handling; including facilitating multi-team technical teleconference bridges and executive communications, Accurate, appropriate and timely communications to internal stakeholders, Effectively communicating technical concepts to non-technical clients/partners is of significant importance, specifically at senior management level, Within the incident management tool, accurately document all incident activities and identify process deficiencies, Report on incident data within the incident management tool for external awareness and internal KPI reporting, Participate in Operations Management activities and special projects or initiatives as required, Perform functional and hierarchical escalations as required to expedite issue resolution, Prepare Post Incident Review documents and attend Problem Management review meetings to ensure determination of Root Cause, Drive resolution of incidents to minimize impact to our customers and to help ensure timely delivery on projects where applicable, Provide after hours/on-call Incident Coordination support. This is a 24-hour, 7-day a week requirement assigned on a rotational basis, Analyze existing incident management processes and identify additional controls that are required to meet compliance and reduce risk, Contribute to the continual improvement of the Incident Management process, Govern the incident management process and identify and report on violations, Oversight of all Emergency corrective Changes related to production incidents, Minimum 2 years of experience in Incident Management and/or problem management with a focus on leadership, Experience leading conference bridge calls with a large number of technical participants, Ability to determine and assess incident impact, Knowledge of ITIL best practices and process improvements, Experience leading bridge calls with a large number of technical participants, Experience in driving resolution of complex issues, Strong customer focus and results oriented, Strong understanding of business processes and systems, Demonstrated ability to think strategically, weigh risks, and apply sound judgment to incident resolution, Ability to negotiate and implement change, Ability to communicate technical information to non-technical users; extensive IT knowledge and a demonstrated ability to keep pace with rapidly changing technology, Demonstrated ability to handle multiple tasks under pressure to meet deadlines, Support and promote ITSM framework amongst teams and the wider IT organization *LI-MK1, Excellent verbal, written and organizational skills, Proven ability to communicate complex information in simple terms, Demonstrated ability to multi-task in a matrix reporting environment, Demonstrated ability to work in high intensity situations maintaining attention to detail, Ability to negotiate with peer groups and business partners, Ability to speak or present information in confident, clear, concise direct manner to peers and Senior Leaders, Assertive and decisive character with excellent leadership and discussion facilitation skills, Familiarity with ITIL, specifically Incident Management, 5+ years’ experience in production support, Strong knowledge of technology terms and concepts used in a global corporate environment, how they are implemented and how they interoperate, Experience working with or in operations business unit (Consumer/GWIM, Global Markets or Wholesale Banking), Ability to produce metrics through various analytical tools is also a plus, Monitor and analyze network traffic and IDS alerts, respond to potential threats/vulnerabilities, Investigate intrusion attempts and perform in-depth analysis of exploits, Provide network intrusion detection expertise to support timely and effective decision making of when to declare an incident, Conduct proactive cyber threat intelligence research, Perform initial triage on security events that are populated in a Security Information and Event Management (SIEM) system, Analyze a variety of network and host-based security appliance logs (Firewalls, NIDS, HIDS, Sys Logs, etc.) 5,239 Incident Management Analyst jobs available on Indeed.com. An Incident Management Analyst in your area … Problem And Incident Management Analyst Resume Atlanta, GA. USAF/AFCC Cost Analyst of the Year - 1999. â¢ Lead a global team of analysts to integrate market data, spend analytics and quantitative modeling into a cohesive package, which meets the analytical needs of procurement by providing insights that empowers better business decision making Incident Management Analyst IBM Kolkata, West Bengal, India 4 weeks ago Be among the first 25 applicants. Insurance Sales - driven to exceed sales … Incident Manager position requires someone with IT expertise. Apply to Incident Manager, Management Analyst, Analyst and more! Your role as Incident Management Analyst will be to mitigate risks, identify and monitor technical incidents to drive resolution within our Customer Services department. - Instantly download in PDF format or share a custom link. Incident Management Consultant needed – Bridgewater, NJ – W2 OnlyBB3118Bridgewater, NJ (Mainly…See this and similar jobs on LinkedIn. Proven ability to … Search Incident management analyst jobs. Monitors various channels including monitoring dashboards, phone, chat, and email for signs of a potential Major Incident, Works with the Major Incident Management Facilitator and partner resolving teams to drive the resolution of high-severity outages impacting IT infrastructure by researching recent changes, monitoring information, and other related data, Scribes the participants and detailed actions taken during Major Incidents in chronological order to serve as the source of truth, Gathers initial root cause information and documents corrective actions to be taken, Documents the impact of a Major Incident and helps the MIM Facilitator engage key team members or teams that should participate in the restoration activities, Works with the MIM Facilitator and across lines of IT to identify procedural and documentation gaps that would aide service restoration activities, Analyses data to identify early warning signs for incidents and updates related preventive dashboards, Assists in managing business continuity and recovery of company's information systems, Assists in maintaining the overall effectiveness of technology systems residing in Oracle’s Global IT organization, ensuring high levels of customer satisfaction and availability, 24x7, Participates in IT strategy planning, understanding potential impact to business operations from proposed change and project activities, 3+ years proven hands-on experience with technology systems, including network, server, storage, client or application, 3+ years experience with working in a Level 1 or Level 2 support role such as datacenter operations or systems administration with demonstrated experience understanding ITIL Service Management (Change, Problem, Incident, Event), Must possess analytical and problem solving skills, executing calmly against tough deadlines, Must demonstrate an ability to work effectively inside and across Global IT, Must demonstrate the ability to effectively communicate to an audience, regardless of their organizational role, Comfortable with team dynamics and openly seeks and shares information across teams and departments, coordinating and combining competencies for the best overall result, Strong in all facets of verbal and written communication within the English language, Can Identify bottlenecks and pain points and directs resources to address the challenges in a directed, methodical, cost-effective, and data-driven manner; leverages analytical experience to build a road map to meet the needs of the department and the employer, Works effectively in the face of stress, ambiguity, difficult situations, and shifting priorities; understands the need to shift focus and priorities as required and successfully leads others through periods of change, Possesses genuine desire to provide superior customer service, Track and manage tickets from entry to resolution, Facilitate ticket escalations, expedites and follow-ups, Analysis of ticket data for trends, patterns, and correct issues to prevent re-occurrence, Review the Incident Management process and analyze it for continuous improvement, 4 year degree or 2 year degree with equivalent experience, Ensure the quality of the incident requests and records, Receive and handle incidents for support following agreed procedures, Provide information to enable problem resolution and allocate unresolved incidents as appropriate, Maintain records and advise relevant individuals of actions taken, Ensure that incidents are handled according to agreed procedures, Participate in review sessions for various accounts, Availability to work flexible hours during the day (between 8 am and 6 pm), Strong leadership skills along with strong analytical skills, Escalation responsibility and support, on-call 24/7, with pager and on rotation, Good knowledge of Windows platforms, Novell, UNIX, Mainframe and AS/400 knowledge, Good knowledge of network technology (TCP-IP, Token-ring, etc), Good knowledge of Microsoft Office, Access and Visio, Experience writing Perl, Python, scripting, programming, or other languages is a plus, Certified Information Systems Security Professional (CISSP) certified/qualified or ability to actively work towards obtaining certification, Certified GIAC Certified Incident Handler (GCIH) or demonstrated skills and ability to obtain certification, Undertake the day to day resolution of incidents impacting BP responsible for the investigation, diagnosis and resolution of incidents, Ensure that interventions and escalations are taken to minimise service outage time, Ensure that business impacts are quickly and clearly understand for inclusion in stakeholder communications, Collaborate with other Service Management teams within the Command Centre ( & Change) Team to ensure that events, alerts and changes are defined & understood to enable faster response to incidents, Ensure that Service Management tools are kept up to date such that incident and problem records accurately reflect actions taken to restore service; and that changes to Configuration Items are recorded, Support continuous improvement through identification of opportunities to enhance the quality, productivity and culture of the service, ensuring that the operational documentation is kept up to date, Ensure that SDOs meet SLAs; foster open communications with SDOs whilst ensuring the relationship is professional and properly regulated, Collaborate with the Problem Management team to actively contribute to relevant parts of the Problem Management process, such as Root Cause Analysis, Minimum 3-5 years of relevant working experience in a large scale IT environment, Has a strong understanding of service management within a diverse global organisation and relevant experience in IT Operational Management, Experience managing incidents with demonstrable understanding of both business and service impact in a global organisation, Demonstrate effective stakeholder engagement across a globally-distributed organisation and hierarchy across differing time-zones and geographical boundaries, Good collaboration skills, confident and structured when dealing with conflict, Proven commitment to IT Service Management best practices, especially Problem Management and Incident Management, Able to communicate effectively in the English language (written and spoken), Comfortable working as part of a team and on own initiative, Experience of working a 24*7 shift pattern, Experience of Service Delivery in a large multi-location operation, Experience in use of BMC Remedy Service management Tools, Membership of a professional organisation, e.g. Resume in Minutes with Professional Resume Templates, Enterprise Change & Incident Management Analyst job with existing! 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