The a nalyst - major incident management is responsible for all aspects of the incident, problem and request management service and process within dollar tree it operations organizationThis position will work closely with it teams (internal and external) to ensure service is restored as quickly as possible as to minimize the impact to business operations including the communication to all the parties involved and senior management.
This position will be the point of contact and actively engage on all major incidents ensuring adequate and periodic communication is being sent and service is restored as quickly as possibleThe person in this role will also help drive identifying the root cause of high priority incidents working with the respective team(s), escalate where needed.
The analyst will collaborate with line of business (lob) leads for ensuring that the teams are maintaining the known error database up to date to enable quicker resolution of incidentsThe analyst will work with other leads on the operations team to drive identify the various opportunities on continuous service improvement.
Principal duties and responsibilities
Manage and lead the end-to-end incident and problem management service (operational, tactical and strategic)
Chair major incident conference calls and group chats and drive major incidents towards resolution including timely notifications.
Coordinates with various support groups for resolution and ensure escalation mechanisms are followed.
Suggest changes around incident and problem management processes and procedures and ensure effective implementation and governance
Monitor critical and high priority incidents to ensure the service level agreements are met
Partner with other analysts providing inputs to define and manage kpi’s through process compliance, dashboards and vendor engagement
Standardize best practices across various teams (internal and external) approach based upon industry and enterprise best practices
Engage and drive the incident management meetings and timely closure of root cause analysis for critical and high priority incidents
Actively participate and contribute towards the application availability database and operational metric review meetings with it leadership.
Partner with various it lobs for the implementation of itil/itsm processes and aim at continuous improvement
Participate in departmental and partner governance meetings.
Evaluation/investigation and coordination of incidents and problems
Participate and provide inputs to the system health and stability reviews
Participate and collaborate in the establishment of service and business level agreements to set expectations and measure performance.
Track and report on metrics for tickets assigned to and handled by the support and service delivery teams
Drive continuous process improvement through various techniques but not limited to problem management, automation, shift left etc
Minimum requirements/qualifications
Bachelor’s degree and 3 years related work experience or 6 years of related work experience
2-3 years’ experience with itil process (incident, problem and request management)
Experience with tracking incidents and providing dashboard views of issues/tickets across time
Individual is required to apply critical thinking and make sound judgment calls when dealing with major incidents
Individual should be able to prioritize in a scenario of multiple simultaneous outages
Critical incident management and process experience with experience in driving major outage resolution with multiple teams involved
Strong attention to detail, keen problem-solving skills, with experience performing
Impact and root cause analyses, recommending solutions, and supporting resolution efforts
Excellent communication skills (both written and verbal) with strong presentation and facilitation skills
Advanced proficiency in excel including macros, charts and dashboards is mandatory
Strong interpersonal skills; customer - centric attitude
Excellent team player and team builder
Ability to navigate through a matrix organization to review and establish improved processes
Independent and proactive style
Strong track record of delivering initiatives on time and on budget
Excellent organizational skills especially a multi-location and multi-vendor teams
Having the ability of synthesizing data from multiple tracking and ticketing system to create a uniform view of data for the it leadership
Desired qualifications
Itil certified
Servicenow certified
Experience in vendor management operations or general management consulting
This is not to be considered a complete list of job duties, as they may be amended or added to as needed.
