Incident Analyst Resume Samples

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M Ondricka

Milton

Ondricka

954 Edythe Grove

San Francisco

+1 (555) 890 4699

954 Edythe Grove

San Francisco

Phone

p +1 (555) 890 4699

Experience Experience

Dallas, TX

Incident Analyst

Dallas, TX

White Inc

Dallas, TX

Incident Analyst

Constantly monitor effectiveness of Incident Management procedures making recommendations for improvement to the Incident Management Process Owner
Create and submit knowledge articles and work with monitoring team to enact CAPA
In conjunction with the problem management function, identifies and implements cost-saving and continuous improvement initiatives
Provide updates on management bridges on current infrastructure issues and actions being taken
Work to investigate and diagnose Incidents to restore a failed IT Service as quickly as possible
Provide specialized investigation and diagnosis of all Incidents and Service Requests
A sense of urgency and willingness to be flexible with schedules and working after hours

Dallas, TX

Contributor Incident Analyst

Dallas, TX

Yost, Abernathy and Reichel

Dallas, TX

Contributor Incident Analyst

Effectively interfaces with the Change and Problem Management Teams
Perform projects as assigned by leader
Perform trend analysis to eliminate problems
Monitor and manage problem and error through closure
Record details of error investigation and make recommendation for resolution
Independently identify problems, perform thorough root cause analysis and record findings
Enforce monitoring and alerting standards with internal teams

present

Philadelphia, PA

Cybersecurity Incident Analyst

Philadelphia, PA

Konopelski-Blanda

present

Philadelphia, PA

Cybersecurity Incident Analyst

present

Apply expertise to government and commercial common user systems, as well as dedicated special purpose systems requiring specialized security features to track malicious activity with known indicators from intelligence partners
Coordinate with DISA Center for Operations representatives to establish and define programs, resources and risks, and track malicious activity with known indicators from intelligence partners
Respond to official questions through Request for Information (RFI) tools Review and analyze Open Source reporting on new cyber threats, vulnerabilities, and technologies
Supports DoD military and civilian actions for the defensive posture of the Department of Defense Information Network (DODIN)
Work with minor supervision to efficiently evaluate and solve complex cyber security problems and report findings to the government
Provide information assurance expertise for Cyberspace Defense concepts, practices, and procedures
Monitor, process, and utilize DOD classified and unclassified networks

Education Education

Bachelor’s Degree in Related Field Preferred

University of California, Los Angeles

Bachelor’s Degree in Related Field Preferred

Skills Skills

Strong communication (written and verbal) and team working skills, demonstrating an ability to use different styles and mediums as appropriate
Can demonstrate strong organisational skills, to develop appropriate plans for themselves and others and quickly adapt to change
Good analytical skills
Able to draw conclusions from data, sort into intelligible information and derive trends
Understanding of ITIL principles
Can analyse information in order to find best solutions and explore scenarios
Customer facing
Previous experience of working in a Healthcare environment would be an advantage
Previous of working in an Incident/Problem Management role would be an advantage
Should be ITIL qualified, or have proven experience of working in an ITIL environment

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Incident Analyst Resume Examples & Samples

Send email communications to a wide audience giving details of the incidents; send Executive Communications as required
Authoritatively and confidently guide high priority incidents to resolution; may be called upon to make decisions on behalf of the firm in the heat of the moment that may have production impacting implications
Provide updates on management bridges on current infrastructure issues and actions being taken
Must be able to work unconventional shifts
Extensive professional experience in incident management in a financial institution
Strong working knowledge of financial institutions in terms of technology/infrastructure and their dependencies and requirements
Broad technology understanding across Mainframe, Midrange, Distributed Systems, and Networks
Must possess decisive leadership, and the ability to exercise excellent judgment and decision making skills in the heat of the moment
Very strong oral and written communication skills
Very strong analytical and problem solving skills
Must have in depth knowledge and understanding of Incident Management practices and skills
Understands and applies enterprise wide thinking to individual departmental requests for IT investments to ensure end-to-end process and data integration are achieved
Statistical evaluation of incidents to include frequency/duration of incidents, incident categorization/prioritization and resolution rates for trending purposes
In conjunction with the problem management function, identifies and implements cost-saving and continuous improvement initiatives
Identify service improvement or efficiency initiatives to ensure consistent handling and timely resolution of all incidents
Technical analysis of significant or reoccurring incidents

Threat Detection Incident Analyst Resume Examples & Samples

Perform initial remediation or further escalation as appropriate
Profile and trend events in the environment for potential incidents
Assist in the improvement of the detection, escalation, containment and resolution of incidents
Participate in on-call rotation; and,
Basic command line experience with tools and operating systems
Basic packet analysis and deep understanding of network protocols and traffic analysis
Working experience with analysis and inspection of log information, packets, and other security tool information output from a variety of sources
Working experience with network devices, Microsoft Windows systems, UNIX systems and security products
Understanding of malware, rootkits, proxies or anonymizers; and,
Excellent problem solving, collaboration, and communication skills

Senior Incident Analyst Resume Examples & Samples

At least 4 years work experience in information security
At least 1 year of experience using IDS and/or intrusion prevent systems (IPS) â€“ preferably Snort/Sourcefire/Cisco products
At least 1 year of experience performing forensic investigations
At least 1 year of experience doing web application security assessments
At least 1 year of experience using at least 1 computer programming or scripting language
Expert knowledge of HTTP, DNS, and DHCP protocols
Any degree involving information security is a plus, but not required
Certifications such as CISSP, OSCP, OSWE, OSCE, CEH, CHFI, GCIH, SnortCP, SFCP, SFCE, CCFE, GCFA, GCFE, GWEB, CFCE, EnCE, and GREM are a plus, but not required
Expert knowledge of at least 1 computer forensic tool such as EnCase
Expert knowledge of how malware works and how to detect it at both the network and application layer
Expert knowledge in determining whether IDS alerts are valid or not
Expert knowledge in determining whether systems are infected by manually looking for IOCs which are usually not detected by antivirus tools
Expert knowledge of the Windows command-line
Advanced knowledge of web application security testing and the OWASP top 10 vulnerabilities
Advanced malware analysis skills
Advanced knowledge of regular expressions (RegEx)
Basic knowledge of Wireshark
Ability to work independently while exercising sound judgment
Previous experience using PsExec is a plus, but not required

Senior Incident Analyst Resume Examples & Samples

Supporting all aspects of the client’s incident response program to include digital forensics and malware analysis
Creating standard operating procedures (SOP) for the incident response program as well as supporting documentation
Continuous improvement of the incident response process
Quality control/Quality assurance (QA/QA) of junior analysts work
Conducting and overseeing the incident response/handling process.Analyze and evaluate network, system, and security events to determine whether an incident has occurred and taking appropriate response
Creation of technically detailed reports on incidents within the enterprise to include trends, remediation steps taken, and feedback on how to prevent future incidents
Minimum of four (4) years incident response/handling experience
Experience in the following technologies: Host Based Security System (HBSS), Data Loss Prevention (DLP), Intrusion Detection/Prevention (IDS/IPS), Network Access control (NAC), Security Information and Event Management (SIEM), and Advanced Persistent Threat Prevention (APT)
Experience in developing, refining, and performing incident response at an enterprise level
People skills, and the ability to communicate effectively with various clients with the ability to explain and elaborate on technical details
GIAC Certified Forensic Analyst (GCFA), GIAC Certified Incident Handler (GCIH), Encase Certified Examiner (EnCE), or EC-Council Certified Incident Handler (ECIH)
Experience with the CJCSM 6510 Cyber Incident Handling Program tactics, techniques, and procedures (TTPs)
An understanding of reverse engineering malware
Excellent problem solving skills

Incident Analyst Resume Examples & Samples

Initiate a conference call of all required resources (restoration teams), as indicated by established processes, to investigate, diagnose and troubleshoot incident. Ensure a successful connection, monitor attendance of resources, and facilitate call. Communicate severity and urgency to technical teams. Coordinate activities among cross-functional groups and service providers to resolve incident. Document problem information, troubleshooting and action plans to maintain a log of pertinent incident details
Review incidents to understand impact, urgency and priority, then determine appropriate category. Identify major and critical incidents and follow established procedures to escalate incidents and mobilize appropriate resources (subject matter experts, leadership, etc.) to begin the investigation and diagnosis process. Track and continue assessment through the duration of the incident to ensure assigned severity is appropriate
Utilize established templates to execute the formal written communication portion of the Incident Management process as it relates to major and critical incidents, releases or technical events, to include communication with technology subject matter experts, leadership (within technology and across the business), and end users. Provide timely, concise and appropriate communication regarding action plan, recovery and resolution information
Ensure consistency and compliance to process and policies, to include clear and effective hand-offs. Ensure adherence to relevant service level agreements and/or metrics. Ensure verification of problem recovery. Manage exceptions and emergency changes to established process and policy. Escalate for approval as required. Ensure that, ultimately, all pertinent process steps are completed. Gather data related to the incident for leadership review
Identify and recommend opportunities for process improvement with regard to incident management, fault monitoring, triage procedures and issue escalation processes. Participate in the creation, revision and implementation of Incident Management processes and policies
1+ years of experience with event monitoring and/or incident/problem management
Knowledge and experience with SharePoint and Microsoft Office Suite (Word, Excel, PowerPoint)

Incident Analyst Resume Examples & Samples

Tracking of activities to resolve business impact
Maintenance of incident tickets to ensure data quality
Effectively interfaces with the Change and Problem Management Teams
Proactive incident management, ad hoc Incident Management assignments, and other IT Service Management tasks as required to maintain operational stability

Contributor Incident Analyst Resume Examples & Samples

Execution of the enterprise Incident Management process, including management of incident queues, escalation as required ensuring that incidents are being resolved timely
Conduct problem investigation and diagnosis to determine and drive resolution
Record details of error investigation and make recommendation for resolution
Perform trend analysis to eliminate problems
Provide reporting on problems to key stakeholders as needed

Csirt Threat / Incident Analyst Resume Examples & Samples

Bachelor or Master, preferred in IT/Security
CISSP, GCIH, GCIA, GFCA, OSCP or equal certifications
External orientation

Incident Analyst Resume Examples & Samples

Responsible for monitoring allocated customer’s Incidents/Service Requests in accordance with ISO20000-1 Process and Procedures
Monitoring of all open incidents ensuring calls are assigned to the correct resolver group, updated and progressed so as to meet SLA requirements and minimise Service Credits
Monitor potential breaches and escalate incidents where necessary
Quality Check on accuracy of data and codes on Incident, ensuring all the relevant information is captured in the call notes
Develop & maintain effective relationships with customers and other Service Support process areas
Escalate any process issues identified to the Incident Management Process Owner as soon as possible
Provide knowledge and support to other resolver groups
Constantly monitor effectiveness of Incident Management procedures making recommendations for improvement to the Incident Management Process Owner
Produce Monthly KPI Reports and follow up non-compliance with Resolver Group Team Leaders
Produce Monthly Overview Report for Major Incidents
Completion of timesheets on a weekly basis
Completion of Capita’s Mandatory Training as per Capita Group Policy
Alignment to all Corporate Policies

Hana-incident Analyst Resume Examples & Samples

1) Debug complex database engine and Hana platform problems of customers and SAP internal stakeholders
2) Close cooperation with development: Align customer requirements with SAP Hana development
3) Provide reproducible scenarios of customer issues to developers
4) Analyze performance and scalability of the SAP HANA database
5) Communicate issues with front-office support or customer
6) Provide feedback to and work hand-in-hand with development to continuously improve supportability features and the documentation
1) Master degree of computer related major (or Bachelor degree with at least 3 years working experience)
2) Good analytical skills
3) Good knowledge of database architectures
4) LINUX skills and experience
5) Familiar with debugging and analyzing complex problems
6) Programming languages: Good knowledge of SQL, Python, Shell-Scripting, C++, ABAP
7) Eagerness to improve quality of complex software
8) Ability to work well in close teamwork in an distributed team over several international locations
9) Excellent written and oral English communication
1) SAP Products and Solutions
2) Customer support in English

Incident Analyst Resume Examples & Samples

Must be results orientated, striving to overcome obstacles, whilst still building relationships and trust
Can demonstrate strong organisational skills, to develop appropriate plans for themselves and others and quickly adapt to change
Can analyse information in order to find best solutions and explore scenarios
Previous of working in an Incident/Problem Management role would be an advantage
Should be ITIL qualified, or have proven experience of working in an ITIL environment

Atac Incident Analyst Resume Examples & Samples

Bridge Administration & Facilitation ~~ Incident Triage ~~ Incident Communications ~~ Process Execution Management ~~ Queue Management ~~ Metrics & Measurement ~~ Process Improvement
Participate in a rotation to support the technology service desk – staffed 24 hours a day, 7 days a week – for incident escalation. Provide quick response to incidents identified through incident management telephone queue, e-mail and active monitoring of established tools. Ensure all major and critical incidents are addressed in a timely fashion. Keep tracking system up-to-date and accurate by documenting status and actions as indicated in the Incident Management process
Participate in the design and implementation of – then execute and manage – reports and tools to measure incidents and the corresponding responses, to include number of incidents and triage/response data/statistics (e.g. efficiency of escalation process, downtime, extent of impact, time to resolution). Deliver standardized reports and effectively manage and prioritize ad hoc reporting needs and requests
Bachelor’s degree in Computer Science, MIS or related field; or equivalent work experience
2+ years of experience in IT technology support and/or operations
Knowledge and experience with ITIL methodology
Proven organizational and coordination skills with ability to facilitate conversations and establish clear accountability with team members at all levels
Proven ability to act with a sense of urgency while maintaining composure and professionalism during urgent, highly visible situations
Excellent detail, process and customer service orientation. Excellent written and verbal communication skills

JOC Incident Analyst Resume Examples & Samples

Being part of a multifunctional team providing the technical services that deliver a world class Joint Operations Centre function
Engaging in critical security activities which will ultimately drive security improvements and have a positive impact on security culture across Barclays and any dependent Business Divisions by providing its common, services and by sharing best practice
Ensuring that each of the JOC functions maintain regulatory compliance and are able to fulfil its security obligations to internal stakeholders, external customers and appropriate authorities
Providing support to operational teams and to brief on the information security threat landscape to senior management when required
Executing a clear framework for the identification and communication of security incidents managed within the JOC globally
Participating in a security response capability to ensure that Barclays can call on expert capability and respond rapidly to security events, any time any place
Perform incident response duties and triage incidents for escalation to appropriate subject matter expert teams
Be highly committed both to achieving the deliverables and to the team itself
Have the discipline and interpersonal skills to work well in a global environment, complementing teams in other locations
Instil a culture of quality and continuous improvement to enhance the experience of customers, colleagues, communities and company
Ensure service offerings satisfy and exceed Stakeholders’ requirements and expectations
Identify good practice across all locations and to identify and remove unnecessary duplication of effort/services
Increase automation for all operational processes
Shift work to ensure 24x7x365 coverage
Good understanding of security processes and technologies including; Threat Analysis, Vulnerability Assessment, Security Monitoring, Compliance Auditing, and IDS
Working knowledge in following incident response procedures and standards, strong communication skills and ability to articulate events to senior management
Working knowledge of the security mechanisms associated with Windows or Unix operating systems, switched networks, applications and databases
Experience in responding to information security and privacy incidents
Awareness and understanding of the Barclay’s business unit responsibilities and structure
Appreciation of risk mitigation by both technical and non-technical measures
Understands the importance of effective technical documentation in identifying and managing IT security risks
Working knowledge of with securing information for cross-functional, cross-platform applications
Monitors marketplace trends and experiences on security, audit and control issues
Knowledge of the full spectrum of application control techniques

Incident Analyst Resume Examples & Samples

Experience working in a DOD or IC IT environment that must adhere to the CJCSM 6510.01B Cyber Incident Handling Program
Knowledge of network traffic and communications, including known ports and services
Knowledge of the Windows, Linux and Unix operating systems
Knowledge of the following security related technologies: IPS, IDS, SIEM, firewalls, DNS, encryption, HIDS, NIDS, proxies, network packet analyzers, malware analysis, forensic tools, and enterprise level appliances
Understanding of various open source and commercial analysis tools used for incident analysis, both network and host based
Understanding of DOD accreditation policies, processes, and practices
Knowledge of Computer Incident Response Team (CIRT) operations
Experience in a forensic laboratory environment
Experience in an IT development environment

PTC Incident Analyst Resume Examples & Samples

Bachelor's degree from four-year college or University preferably in Computer Science, Information System, Engineering or equivalent technical field
6 years network/communications experience or relevant technology related experience can be substituted for degree requirement
4 years of network / communications management experience or relevant technology related experience
Ability to apply logical thinking to a wide range of intellectual and practical problems
Advanced analytical and deductive skills and technical skills for quick resolution
Concise and effective written and verbal communication skills
Demonstrated experience with Ticketing Management Systems (Service Now, Remedy, Service Desk)
Ability to challenge questionable information in a professional and assertive demeanor
Working knowledge of Knowledge Management Systems and/or SharePoint

Threat Detection Incident Analyst / Analyste Resume Examples & Samples

Validate and categorize escalated IT security events
Enrich events of interest with additional logs, packet captures, and other contextual detail as required
Master Degree; in Information Security or Computer Science
Minimum 2 years in a similar role
Working experience with analysis and security incident inspection and investigation of log information and common attacks
Knowledge of multiple operating systems (Windows, UNIX, Linux, OSX)
Monitor core security infrastructure (Firewalls, Intrusion Detection System, Kerberos, Top Secret, Security Alerts, Investigations etc.)
Monitor Endpoint Protection Systems (Antivirus, Malware etc.)
Understanding of malware, rootkits, proxies or anonymizers
Experience with network packet analysis
Excellent problem solving, collaboration, and Troubleshoot skills
Knowledge of IDS systems
Develop correlation rules within an enterprise SIEM
Familiarity with electronic fraud monitoring products and technology

IT Incident Analyst Resume Examples & Samples

Depending on experience, acts at various levels as the Subject Matter Expert in a specific technology platform in order to specialize and resolve issues quicker
Understands how the specific technology fits in with the overall IT service and Service Lifecycle in order to ensure maximum uptime
Has knowledge of specific IT Infrastructure hardware and software to understand and analyze the data produced by the different monitoring vehicles in order to more quickly respond and resolve incidents and ensure maximum uptime
Must be influential with both business and IT partners in order to drive effective solutions to restore service
Responds to network and application monitoring alerts affecting service availability and threshold performance in order to maximize system and customer uptime
Investigates, analyzes, researches, and resolves problems with systems, applications, and equipment
Recommends applications and system design modifications in appropriate cases for implementation. Must analyze and identify risks associated with potential modifications and their alternatives
Understands and uses the incident management process, procedures, work instructions, policies, required documentation and tools in order to consistently analyze issues in a structured manner
Analyzes usage and performance data on their assigned specific technology platform and reports on performance against targets contained in Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
Able to manipulate various applications and utilities when needed to recreate incident scenarios in order to research and analyze problems, and propose solutions or work around options to ultimately eliminate recurrence of the incident
Escalates unresolved issues and outages to the Incident Manager for further resources in order to support the final resolution of the service issue
Signals and escalates (horizontally or vertically) Service Level Agreement breaches to the Incident Manager and other IT management in order to insure appropriate resources are allocated to resolve the service issues
Identifies to management the need for more employee training and/or technical and organizational information needs to resolve issues and share more technical knowledge
Utilizes, adds to, fixes, or flags various reference manuals, knowledge bases, and publications used by Support and other staff in order to effectively share knowledge within the organization
Maintains and improves their knowledge in all current and emerging technologies and service techniques to keep abreast of recent information
Ensures adherence to Paychex standards and incident management internal processes in order to maintain a standardization of analysis, service, and tools to resolve the customer issue
Complies with internal and external auditing requirements, data integrity, and confidentiality guidelines, to fulfill key control objectives for Sarbanes Oxley
Provides input into the development of departmental training materials; provides technical and application specific training to the Service Desk function in order to share knowledge
Acts as a resource to the Service Desk by resolving higher complexity issues; escalates issues and reports status to management as needed for further resources and problem resolution
Provides quality and timely technical and resolution support, (possibly required to be on-site), to internal and external clients
Creates and maintains utilities for the express purposes of quick restoration of service
Understands and supports the Paychex technical architecture to ensure quick restoration of service
Participates in on call responsibilities to ensure 24x7 coverage for critical services
Participates on Paychex project initiatives by insuring supportability and readiness through the project life cycle. Depending on experience, may perform leadership functions on these initiatives

Cybersecurity Incident Analyst Resume Examples & Samples

Analyzes intrusion detection events and incidents from DoD boundary/endpoint sensor and system logged information systems
Supports DoD military and civilian actions for the defensive posture of the Department of Defense Information Network (DODIN)
Coordinate with Component Commands/Services/Agencies/Field Activities (CC/S/A/FAs), Intelligence Agencies, Law Enforcement (LE), US Government organizations
Update DOD Shared Situational Awareness mechanisms, i.e. websites, blogs, and wikis
Brief CC/S/A/FAs on the status of Cybersecurity products through collaboration meetings
Consume and analyze intelligence reporting from intelligence organizations
Monitor, process, and utilize DOD classified and unclassified networks
Respond to official questions through Request for Information (RFI) tools Review and analyze Open Source reporting on new cyber threats, vulnerabilities, and technologies
Coordinate with other cyber elements to obtain information for slides, briefings, presentations, or other situational awareness products
Respond to DISA requirements for real-world and exercise Contingency Operations (COOP) and National Capital Region (NCR) catastrophic events. This may require travel outside routine DISA facilities
Provide actionable intelligence to support DODIN defensive measures
Produce a weekly threat report covering current mission focus areas
Produce a weekly summary covering current mission focus areas
Produce a daily summary
Produce advisories and tippers to USCYBERCOM as warranted by the threat environment; and produce Open Source reporting of Emerging Threats to the DODIN
Candidate must have a current Security+ CE certification, Bachelors in Cyber Security or related Information Security Bachelors, or five years practical hands-on experience
Demonstrated expert understanding of the life cycle of network threats, attacks, attack vectors, and methods of exploitation with an understanding of intrusion set tactics, techniques, and procedures (TTPs)
In-depth knowledge of architecture, engineering, and operations of at least one enterprise SIEM platform
Advanced understanding of TCP/IP, common networking ports and protocols, traffic flow, system administration, OSI model, defense-in-depth, and common security elements
Demonstrated hands-on experience analyzing high volumes of logs, network data (e.g. Netflow, FPC), and other attack artifacts in support of incident investigations
Experience and proficiency with any of the following: Anti-Virus, HIPS, ID/PS, Full Packet Capture, Host-Based Forensics, Network Forensics
Experience with malware analysis concepts and methods
Familiarity or experience in Lockheed Martin's Intelligence Driven Defense and/or Cyber Kill Chain methodology
Provide information assurance expertise for Cyberspace Defense concepts, practices, and procedures
Work with minor supervision to efficiently evaluate and solve complex cyber security problems and report findings to the government
Coordinate with DISA Center for Operations representatives to establish and define programs, resources and risks, and track malicious activity with known indicators from intelligence partners
Apply expertise to government and commercial common user systems, as well as dedicated special purpose systems requiring specialized security features to track malicious activity with known indicators from intelligence partners

Incident Analyst Resume Examples & Samples

Awareness of Data Warehousing concepts
Informatica (or equivalent ETL) experience
Unix
SAP Business Objects
Reporting or Analytics

Problem & Incident Analyst Resume Examples & Samples

Conducts activity to restore service of critical incidents by reacting with ownership and urgency, leading cross-functional teams of to diagnose, troubleshoot and resolve service impacting incidents.Facilitating meetings and bridge calls. Documents incident events, resolution and follow up action items and ensures accuracy of data in the Critical incident reports including well-written executive summaries. Communicates incident status in a calm, clear, accurate and concise manner with associates, management and customers
Facilitates Root Cause Analysis (RCA) process to identify causes of critical incidents by leading and participating in post mortem efforts for outages. Works with Subject Matter Experts, leaders and Clients. Documents results of RCAs in a structured format. Documents problems and recommendations for improvements
Assists in a team rotation for facilitation of the Daily Operations Meeting, designed to review the previous day’s events within bank operations
Consistently reviews the problem management process to ensure effective execution of the process is upheld
Works with other infrastructure teams to help with internal documentation and process enhancement ensuring that all groups are working at an optimum level in terms of major Incident and problem management
Work with management and ITIL consultant to build and continually enhance the service management process across the organization
Works in an on-call rotation supporting the Major incident process that would require after hours 24/7 support
Performs other duties and responsibilities as required or assigned by supervisor
Conducts activity to restore service of critical incidents
Facilitates Root Cause Analysis of critical incidents
Ensure releases are consistent with FRB change management policy
Assists in team rotation for Daily Operations meeting
Participants in process updates including

Incident Analyst NOC Resume Examples & Samples

Provide 1st Level Engineering and Administrative support for devops, network, and MS Windows-based infrastructure and systems
Assist Technology Operations Engineering staff in day-to-day engineering and administrative duties
Assist Technology Operations Engineering staff in implementations, upgrades and patches of systems
Work as part of the NOC team in support of business objectives, troubleshooting issues and outages, program implementations and client requests
Manage trouble ticket queue, adhering to ITIL change and incident management processes
Create and maintain documentation for functional areas of responsibility including play books for other staff members of the NOC team
Assist in internal customer networking issues
Assist Information Security team in meeting all security compliance regulations and requirements. Includes documentation, log management and responding to audit requests
Provide general office IT support as needed
Must be able read, write and speak fluent English
Ability to communicate technical information to technical and non-technical personnel
Experience working with internal and external monitoring systems such as PRTG, site 24/7 and others
Knowledge of computer and/or network systems, applications, procedures and techniques
Ability to identify system malfunctions and operations problems
Detailed working knowledge and ability to troubleshoot Microsoft Windows Server (2003, 2008, 2008R2, 2012) based systems
Familiarity with CatchPoint, KeyNote, Site24x7 or similar is necessary
Detailed working knowledge and ability to troubleshoot TCP/IP and related common protocols, including but not limited to DHCP, DNS, FTP/S, SMTP, HTTP/S, Telnet, NTP and SSH
Exposure to private and public cloud services like VMware and AWS

Senior Incident Analyst Resume Examples & Samples

Serves as team/shift lead for incident responders and watch analysts
Be responsible for quality control of incident reports produced by the team and for training and mentorship of team members
Conduct analysis of cyber incidents recommends remediation and mitigation actions, and tracks status of activities during the shift
A bachelor's degree in computer science or related discipline plus 5 years of demonstrated operational experience; or
Demonstrated ability to lead and train a team of cyber professionals
Experience with preparing detailed incident reports, summaries, and other situational awareness information
Ability to prepare detailed recommendations for network defense improvements to close or mitigate incidents
Experience conducting event trend analysis

Incident Analyst Resume Examples & Samples

Experience with SLAs and call logging
Understanding of ITIL principles
Strong Communication and negotiation skills

Major Incident Analyst Resume Examples & Samples

To prioritise and own Major Incidents based upon guidelines agreed with our customer base, and escalated incidents existing outside of those guidelines
Ability to work to strict time sensitive SLA’s (service level agreements) in a highly pressured environment autonomously and as a member of a team
A professional, pro-active and assertive attitude to dealing with both customers and internal/external technical resolving groups via various forms of communication and chairing

Priority Incident Analyst Resume Examples & Samples

Executes timely escalation and resolution of production incidents involving Staples systems, applications, computer equipment, hardware and software to meet or exceed Service Level Agreements. This includes effective communication, reporting, tracking, trending and follow-up
Facilitates SWATs to drive the resolution of major incidents
Assists in the coordination of Rapid Response & Recovery activities across the company. This includes development, management, implementation, documentation and adherence to the Major Incident and Rapid Response & Recovery Communication processes
Monitors and assesses the occurrence of all critical incidents to ensure they are handled as quickly and efficiently as possible
Participates in 24 x 7 crisis management on-call rotation
Communicates outages and updates to key stakeholders
Contribute to the analysis to define the root cause and resolution of all incidents with the aid of Subject Matter Experts (SME's)
Participates in the analysis of problem data, identify and recommend changes to systems and the processes in order to improve the delivery of services
Collaborates with technical and business groups to take corrective and preventative actions
Manages the RRR process through the use of the Service-now ticketing application
Assist with special projects and assignments as needed
1+ years’ experience in a similar role as a Rapid Response and Recovery Analyst
Ability to quickly learn Staples’ production applications to support the business as well as service delivery requirements of business processes
Knowledge and understanding of problem management process and ability to validate problem analysts' conclusions
Knowledge of the ServiceNow application

Senior Major Incident Analyst Resume Examples & Samples

Executes the Incident Management process tasks in adherence with requirements
Assists in ensuring consistent end-to-end application of the Incident Management process across their account(s)
Is responsible for acting as an escalation point to expedite incident resolution

Lead PTC Incident Analyst Resume Examples & Samples

Bachelor’s degree in Computer Science, Information System, Engineering or equivalent technical field
Minimum of four years network/communications management experience or relevant technology related experience
An additional six years network/communications experience or relevant technology related experience may be substituted for the required degree
PTC experience required
Railroad experience preferred
Understanding of railroad operational processes as it relates to Locomotive, Signal, and Communication is preferred
ITIL Certification or equivalent is preferred
Ability to take ownership and manage coordination of others when incidents arise
Command and Control presence while managing critical incidents
Maintain composure in a fast paced, high volume and pressure environment
Exhibit exemplary customer service skills when working across diverse organizations
Concise and effective written and verbal communication skills. Ability to challenge questionable information in a professional and assertive demeanor
Demonstrated experience with Ticketing Management Systems (Service Now, Remedy, Service Desk, etc)
The position will be a typical M-F work schedule, but will need to be available to assist their direct reports who work on a rotating shift basis where 24/7 availability is required and includes weekends and holidays
Working knowledge of Knowledge Management Systems and/or Sharepoint

RPA Incident Analyst Resume Examples & Samples

Ensure all activities within the service desk are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
Receive incidents through Email / Web portal from Virtual BOT Controller team in operations or thru other proactive mechanisms
Capture all details of the incident using standard template from BOT Controller team
Analyze, diagnose, triage and create an incident in respective incident management tool / as per defined process and business priority for each resolving group; dispatch incidents to Level 2 IM support of respective resolving groups as identified by performing an incident triage
Provide incident solution / workaround for known incidents; raise to Level 2 support if required for further troubleshooting
E2E incident follow-up for all incidents and resolving groups to ensure incidents assigned to respective support groups are resolved and that RPA service is restored; resolving groups in scope viz. IT Infra, IT Apps, GDC tools, GS tools, RPA Automation, customer tools, RPA automation and anymore which may added in future as per processes in scope
Track and determine if an incident needs to be escalated as per priority and severity of issue for all resolving groups and perform escalation for incidents not meeting agreed SLAs
Diagnose the incident/problem using KB articles and service documentation
Incase of cross-support group-related incidents, setup bridge / bring together resolving groups for resolution
Identify emergency incidents and follow the emergency handling process as defined
Identify incidents for review; participate in incident review following major Incidents
Identify potential problems and/or increasing trend of repetitive incidents
Escalate all process issues to the Service desk manager
Document troubleshooting steps and service restoration details
Create and submit knowledge articles
Verify resolution with end-users and resolve assigned incidents
Escalate Major Incidents to the service desk manager and/or Problem Manager
Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Service desk manager
Work with database, infrastructure, application, platform and support partners (viz. Accn, BP, HP etc) for issue isolation and resolution as the case maybe
Reporting as required to fulfill job requirements from time to time
Strong technical and analytical skills to be able to quickly identify the issues and suggest a suitable workaround or solution to fix the problem
Team player, who can collectively drive discussions and arrive at conclusions
Strong process orientation to ensure SLAs/KPIs are adhered
Flexibility to work in any time zone as required for fulfilling the job requirements
Flexible and responsive to changing work patterns and demands
Ability to work and deliver in challenging cross functional teams and environment
Ability to steer issues for quick resolution, ability to prioritize issues and requirements to minimize business impact
Strong desire to excel and cross train in various
Should have excellent knowledge & understanding of support processes
3 to 5 years of Incident Management

Incident Analyst Resume Examples & Samples

Experience of logging incidents/service request
Understanding of incident processes
Experience of incident management
Experience of using pivot tables in Excel
Able to work under pressure and respond quickly to changing priorities

Rohq-riso-sirt Incident Analyst Resume Examples & Samples

Manage the implementation of the VERIS Taxonomy into the new CSIM tool
Lead the effort to ensure continuity of historical data from day one of CSIM by coordinating efforts to map historical data to the new taxonomy
Act as the central point of contact for these activities and coordinate with other groups such as Information Security Officers (ISOs), Security Operations Center (SOC), CIRT (Cyber Investigations Response team) and the broader Global Information Security Threat Management group
Take charge of implementation of various related projects, such as the implementation of the Security Incident Severity Calculator by leading the discussions with other areas for its development and enhancement
Reviewing and analyzing IS Incidents to identify those that pose a significant risk to the Citigroup franchise and its affiliates, and escalating those IS Incidents in accordance with Citigroup policy and procedures
Reviewing the details of all reported incidents to determine whether they constitute an IS incident
Reviewing and verifying the accuracy of the reported severity level of an incident
Providing technical subject matter expertise to mitigating risk to impacted parties throughout an incident
Working with internal and external constituents to minimize risks associated with IS incidents including convening appropriate Subject Matter Experts to assist investigations and ensuring that all relevant facts of the IS incident are properly communicated and reflected in the SIM application
Tracking follow-up documentation related to an IS incident including Root Cause Analyses (RCAs), lessons learned and SIRT Remediation Plans throughout the incident lifecycle till closure
Overseeing the quality, availability and integrity of the data in the Security Incident Management Application (SIM application)
4 or more years working in an Incident Response role with experience in examining suspicious/malicious network events, analyzing malicious code/exploits, and system/network forensics
Ability to communicate technical issues to technical and non-technical business representatives is a must
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
Experience with Databases, SQL knowledge is a plus
Experience writing Perl, Python, scripting, programming, or other languages is a plus. Any scripting language is okay
Experience administering and troubleshooting operating systems, including Solaris, Linux, and Microsoft Windows Server is a plus
Certified Information Systems Security Professional (CISSP) certified/qualified or ability to actively work towards obtaining certification- preferred
Certified GIAC Certified Incident Handler (GCIH) or demonstrated skills and ability to obtain certification - preferred
Strong customer and quality focus is a must
Sound problem resolution, judgment and decision making skills are required
Excellent organizational, interpersonal and project management skills
Self-starter and ability to work in a team environment
Hard working and self-motivated

Incident Analyst Resume Examples & Samples

Work to investigate and diagnose Incidents to restore a failed IT Service as quickly as possible
Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements
Document troubleshooting steps and service restoration details to provide RCA
Create and submit knowledge articles and work with monitoring team to enact CAPA
Identify Problems and work with appropriate teams to resolve
A sense of urgency and willingness to be flexible with schedules and working after hours
Bachelor's Degree in Information Technology or related field

Severity Incident Analyst Resume Examples & Samples

Managing incident activity to ensure all tickets are being worked and resolved within the correct ticket urgency, proper team assignment, within all SLAs, and updating all relevant incident data within the corresponding ticket
Create the ticket and troubleshoot
Performing root cause analysis and restoration for critical applications and incidents while ensuring all alerts are addressed and escalated correctly
Lead triage of critical production incidents while coordinating all functional resources
Monitoring organizational systems and assets
Creating knowledge management documentation
Experience in incident response/incident management in a large, technically divers environment
Knowledge of ITIL practices. ITIL Foundations certification preferred
Proven ability to manage major incidents and outages to successful resolution
Ability to maintain composure in a fast paced, high volume and pressure environment
Exemplary customer service skills when working across diverse organizations
Demonstrated experience with Service Now

Junior Incident Analyst Resume Examples & Samples

To answer telephone calls to the Service Desk on Ultra products and services in a consistent
5 or more GCSE’s to grade C and above (or suitable equivalent)
Good spoken English
Proven experience in both working alone and as part of a team
Proven experience of working a shift pattern

Incident Major Incident Analyst Resume Examples & Samples

Working as a member of an Incident Management function
Experience of ITIL disciplines, with a preference for accreditation to at least ITIL v3 Foundation qualification
Experience of liaising with multiple technical resolvers and dealing with high pressure situations both autonomously and as a member of a team
Confidence to deliver professional and structured management conference calls

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