Global Services Incident Analyst

Job Description Job Description Responsibilities Position Responsibilities: Monitor and ensure SLA’s/SLO’s are achieved by internal and 3rd party business partners Identify areas for improvement in restoration procedures to mitigate future outages and business disruptions Actively manage relationships with key stakeholders, markets and resolver stakeholder’s w/facts and metrics Own business impacting situations, and work to restore normal service operations w/cross-functional partners Identify and recommends opportunities for “clean slate” process improvement with regards to incident management, fault monitoring, triage procedures and issue escalation Assists with the development of procedures for incident/problem management, metric and measure creation, management and administration of monitoring tools Other duties as assigned Qualifications Required Education and Experience: Associate’s Degree with 2 to 4 years of related experience or High School Diploma/General Education Degree (GED) and 5 plus years of specific experience ITIL v3 or v4 certification 1 to 3 years Incident Management Experience 1 to 3 years Global/Enterprise Support Experience 1 to 3 years Problem Management Experience 1 to 3 years Business Process Experience Preferred Education and Experience: Bachelor’s Degree in Computer Science or related field ITIL Intermediate certification 1 to 3 years technical knowledge in areas such as Networking, Active Directory, VDI, Citrix