Incident Management Analyst Resume Samples

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T Spencer

Tabitha

Spencer

4736 Schmeler Station

Los Angeles

+1 (555) 350 2980

4736 Schmeler Station

Los Angeles

Phone

p +1 (555) 350 2980

Experience Experience

Boston, MA

Incident Management Analyst

Boston, MA

Walter-Lowe

Boston, MA

Incident Management Analyst

Provide resolution, work around and follow-up details to the problem management team
Consult, work with, and service client base to make recommendations on business and process improvement and serve as a business advisor to client
Is familiar with the ITIL framework, as the Incident Management process is a key input into the established Change and Problem processes
Monitors the effectiveness of incident management and Service Request fulfillment and makes recommendations for improvement
Assist with the development of processes and procedures to improve incident response times, analysis of incidents, and overall SOC operations
Work closely with the audit team to provide details related to the incident management process and specific incidents
Collaborate within the Incident Management team to ensure that the performance of the team achieves the defined performance targets and KPIs

New York, NY

Major Incident Management Analyst

New York, NY

Ondricka, Kshlerin and Predovic

New York, NY

Major Incident Management Analyst

Contributes to MIM Continual Service Improvement by providing constructive feedback and innovative ideas on processes, documentation, and tooling
Works in collaboration with Business Relationship Management to effectively communicate IT Events and IT Incidents to key lines of business
Works in collaboration with the Problem Management team for analysis on Known Errors and recurring events that would be deemed a Problem
Assists in maintaining a framework of policies to ensure that standardized methods and best practices are utilized
Works with the Major Incident Manager to facilitates the resolution of high-severity outages, impacting IT infrastructure
Identifies and confirms performance problems and notifies Managers/ Leaders
Create and maintain all case notifications within target service level agreements

present

Phoenix, AZ

Enterprise Change & Incident Management Analyst

Phoenix, AZ

Collier, Hermiston and Von

present

Phoenix, AZ

Enterprise Change & Incident Management Analyst

present

Manages changes, incidents and problems across multiple data center environments to protect production and disaster recovery systems critical to business success
Provides immediate response and coordination aimed at minimizing the duration of service interruptions
Make decisions regarding real-time incident resolution activities and selecting client situations for executive and management escalation updates
Maintains trend data and metrics related to changes, incidents and problems for clients and executive reporting
Recommends and documents departmental standards and procedures
Consults with other teams on proper integration and correlation of the change, incident and problem management process and their respective areas
Ensures effective and rapid response to major incidents

Education Education

Bachelor’s Degree in Computer Science

Georgia Southern University

Bachelor’s Degree in Computer Science

Skills Skills

Considerable knowledge of standards and best practices relevant to the information technology industry, e.g., ITIL
Ability to provide acute attention to detail
Strong knowledge of issue resolution and escalation practices, FIS products and services and IT infrastructure
Considerable knowledge of incident management principles, procedures and techniques
Working knowledge of ITIL v3 best practices/methodologies or ITIL certified
Confident and capable written and oral presentation skills
Strong project management skills
Ability to work independently with little oversight managing multiple investigations simultaneously
Methodical approach to problem solving and attention to detail
Excellent relationship and customer service skills

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15 Incident Management Analyst resume templates

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Incident Management Analyst Resume Examples & Samples

Delegates work across teams (both Gap and vendors) to ensure that the appropriate resources are working the right priorities including who is managing which incidents
Assist in tactical planning for the daily operation shifts and tasks
Support an atmosphere of collaboration within the organization that emphasizes teamwork and accountability
Responsible for the communication of the issues both to the business and GapTech
Assists in measuring deliverables against success criteria and provides feedback to management and/or the team
Cover vacated Incident Management shifts due to PTO or emergencies, including offshift/overnight hours
Act as liaison with other GapTech support teams (Stores Support, Help Desk, etc.) to facilitate communications and consensus on operating procedures
BS/BA Business, Computer Science, Engineering, Information Systems and/or equivalent formal training or experience
Generally has 5+ years of experience in business and/or Information Technology
Knowledge of some Brand business and Corporate functional domains, business processes and operations areas
Ability to plan, design and perform analysis with limited direction
Has ability to take initiative in researching technologies relevant to project initiatives
Mentors Level I and below Analysts towards achieving command of the domain-specific analytical skills necessary to perform job related tasks at the expert level
Builds and sustains strong working relationships through analysis credibility, among Business, Brands, Corporate functions, Delivery, Apps Support, QA, and fellow team members and External Service Providers
Demonstrated successful working relationships with IT and Business customers
Comfortably interacts and presents ideas and concepts to various levels
Excellent verbal, written and interpersonal communication skills with ability to present complex ideas in clear, concise fashion to technical and non-technical groups; strong presentation skills necessary to inform and influence a wide range of audiences
Exceptional customer service orientation
Ability to influence change outside of span of control or authority
Ability to implement new and innovative processes for continuous improvement
Working knowledge of ITIL v3 best practices/methodologies or ITIL certified
Experience and knowledge in team development

Incident Management Analyst Resume Examples & Samples

A broad knowledge of computer networking, log analysis, information security principles, and adversarial tools and techniques
Strong analytical skills/problem solving/conceptual thinking
Confident and capable written and oral presentation skills
Ability to work independently with little oversight managing multiple investigations simultaneously
Experience in the remediation of Information Security risks/vulnerabilities
Experience with network monitoring and intrusion detection systems
Ability to work with Technical and Non Technical persons
Persistent and Logical investigator

Incident Management Analyst Resume Examples & Samples

Problem Management and Root Cause Analysis for issues that impacted Production
Educating and training new team members and support staff on Production Assurance process
5-7 years of experience in a problem management or incident management role
Advanced troubleshooting skills, problem analysis and resolution skills
Ability to handle a high-pressure and fast-paced environment
Experience with a broad range of client-server systems and applications, including hardware and software configurations, clustering technologies, complex storage technologies and multi-domain systems, a plus
Ability to work a one week 24x7 on-call support rotation every 7 weeks

Incident Management Analyst Resume Examples & Samples

3+ years of Incident management experience
Extensive customer service and client interaction skills
Must display a history of achieving goals in a high performance environment
Advanced PC skills including Microsoft Excel, Word, Access, and PowerPoint

Incident Management Analyst Resume Examples & Samples

Between 5-7 years of experience in an incident management role
Experience of problem management a distinct advantage
Able to demonstrate the ability to operate under pressure
Proven track record of running large scale technical & business bridge calls
Comfortable making decisions and exercising the management escalation process
Analytical mindset & problem solving skills
Experience with a broad range of client-server systems and applications, including hardware and software configurations, clustering technologies, complex storage technologies and multi-domain systems

Incident Management Analyst Resume Examples & Samples

Provide management level cover for the Production Assurance Director when they are out of the office
Provide guidance & coaching to the team in order to drive up the quality & consistency of execution at a global level
Build & leverage relationships across partner PAC functions within the firm in order to support the strategic drive for the adoption of a common tool set & supporting processes that will deliver efficiencies and quality improvements across the PAC function
Engaging the appropriate resolver teams in support of achieving the time-to-repair (TTR) goals
Act as time keeper for all escalations
Ensure that the process is adhered to and incident details fields are documented accordingly for all Priority 1 tickets
Substantial experience within an incident management function
Previous people management experience an advantage
Service oriented with a strong Client focus
Proven track record of managing incidents on the scale and complexity that JPMorgan demands
Ability to support a formal standby rota, currently one week on-call support rotation every 4 weeks (the frequency is subject to change based on business demands, sickness & vacation within the wider team)

Incident Management Analyst Resume Examples & Samples

06:30 – 15:30 IST
10:30 – 19:30 IST
14:30 – 23:30 IST
Between 5-7 years of experience in a Global Incident Management role
Natural leadership skills with the ability to facilitate & control a large scale audience
A credible individual who does is not easily intimidated
Excellent communication skills & the ability to operate under pressure
A proven track record of running large scale technical & business bridge calls
Comfortable making decisions & exercising the management escalation process
Analytical mindset, problem solving & advanced troubleshooting skills
Experience of problem management and RCA (root cause analysis) a distinct advantage

Senior Incident Management Analyst Resume Examples & Samples

Track and coordinate activities for incident resolution
Communicate system outages and incidents appropriately to all areas of the business
Facilitate or participate in incident triage meetings internally and with vendors
Maintain and audit incidents in database to ensure data integrity
Prepare and report out root cause analysis
Participate in executive leadership meetings that focus on root cause and open incidents
Provide metrics and reporting
Conduct and document incident lessons learned sessions
Accountable to work 24x7x365 shifts
Bachelor’s degree in related field or equivalent combination of education is required. Minimum of five years of job related experience is required. ITIL certification is preferred
Proficiency in the use of analytical packages and query languages used to analyze customer data, i.e., SQL, SAS, or Business Objects is preferred
Ability to communicate effectively, both verbally and in writing, including discussing and presenting recommendations
Ability to apply strong analytical, logical, and problem solving skills in order to adapt to new information, shifting priorities, changing conditions, or unexpected obstacles
Ability to be multi-task oriented and keep multiple issues on track simultaneously
Organized, detail-oriented, proactive, self-motivated, dependable, and driven by excellence
Ensures adherence to all Bank policies, procedures and practices
Must be flexible with regard to schedule and be willing to be responsive 24 by 7 when on-call

Incident Management Analyst Resume Examples & Samples

Maintain incidents in database to ensure data integrity
Participate in post-incident activities, including system updates and testing
Attend Change Advisory Board meetings as needed
Prepare and document business requirements
Build relationships with internal business partners and Technology
Bachelor’s degree in related field or equivalent combination of education is required. Minimum of three years of job related experience is required
Intermediate to advanced level of proficiency in MS Office Suite products, including Word, Excel, Visio, PowerPoint, and SharePoint
Intermediate to advanced level of proficiency in Incident Management Database (eSmart), and First Data software applications is preferred
Ability to research and analyze problems and project issues in the absence of documentation or established procedures
Ability to provide creative solutions in a high pressure and short timeline environment that do not adversely impact users, yet still achieve goals of business owners
Able to establish and maintain cooperative and positive working relationships within all areas of the organization
Organized, detail-oriented, collaborative, proactive, self-motivated, curious, dependable, customer focused and driven by excellence
Even-tempered and able to balance multiple tasks in accordance with changing deadlines and priorities in a fast-paced environment
Ability to work sensitively and effectively with individuals of diverse ethnic and cultural backgrounds
Ensures a clean, safe, and accident-free work environment and comply with Bank safety rules

Incident Management Analyst Resume Examples & Samples

Provide guidance based on deep industry experience and knowledge
Develop a project vision and set challenging personal and client service team goals
Think strategically about practice enhancements and be able to embrace and manage change
Maintain active communication with clients to manage expectations, ensure satisfaction, ensure deadlines are met, and lead change efforts effectively
Consult, work with, and service client base to make recommendations on business and process improvement and serve as a business advisor to client
Promote and implement procedures for use of specific technologies and protocols in the preservation, collection, and analysis of digital evidence during an incident response
Coordinate people and technology resources, assemble project teams, identify and assign resources, and determine project scope and deliverables
Communicate (verbally and in writing) externally with clients and internally with all levels of the organization to successfully accomplish objectives portraying knowledge and confidence
Motivate others to perform at maximum efficiency without sacrificing quality of the services delivered
Perform a variety of digital forensic services including (but not limited to) digital evidence preservation, forensic analysis, data recovery, network forensics, malware analysis, electronic mail extraction, and database examination
Analyze and interpret computer-based evidence such as log files, threat intelligence feeds, SIEM outputs, e-mail, accounting data, various database extracts, and other information stored on electronic devices to develop information necessary to meet the objectives of the engagement
Perform all activities in a manner sufficient to meet the legal requirements for admissibility of evidence including maintaining chain-of-custody
Provide digital forensic advisory services to other Grant Thornton professionals to enhance engagements
Manage, develop, train, and mentor staff on projects and assess performance for engagement and year-end reviews
Work closely with partners, managers, and staff to integrate practice development skills into a team approach to client service and new business development
Team with partners and senior managers on proposals and business development calls
Maintain strong client relations and cross-sell services within the assigned group of clients
Recruit and retain managers, senior associates and associates
10 plus years of related work experience in a similar consulting practice or function, servicing cross-industry clients at a national level
Bachelor's degree in Computer Science, Information Systems, or related field preferred; Equivalent combination of education and demonstrated experience will be considered
Must have, or be willing and able to obtain, one or more of the following certifications: EnCE, ACE, OSCP, OSEE, GPEN, CCFP, CASP, GFCE, GCIH, GCED, GCFA, GREM, and ECIH
Two plus years of hands-on experience in digital forensics and/or incident response
Demonstrated working knowledge of digital forensic tools, methodologies, and protocols including Guidance Software EnCase, AccessData FTK, Linux Distributions including Helix, SPADA, Kali, CAINE, DEFT, Paladin, Raptor, and Robocopy
Qualified candidate must have demonstrated experience using analytical and investigative skills to support engagement objectives
Expert-level proficiency in Microsoft Office Suite, Microsoft Project, Microsoft Visio and Adobe
Proficiency with the Windows Operating System, PC hardware and networking, and network security hardware and software
Knowledge of the concepts, principles, management, and processing of electronically stored information (ESI) as related to legal matters
Ability to manage multiple engagements and competing priorities in a rapidly growing, fast-paced, interactive, results-based team environment
Demonstrated understanding of evidence preservation and chain of custody rules
Ability to travel on short notice and work additional hours as necessary

Major Incident Management Analyst Lead Resume Examples & Samples

Conduct team meetings
Provide mentoring and escalation support to Production Support Analysts
Excellent written and verbal skills communication skills
Ability to see big picture and prioritize accordingly
Excellent Ability to communicate effectively both orally and in writing
Have working knowledge of relational databases
Have working knowledge of Software Development Life Cycles

Major Incident Management Analyst Resume Examples & Samples

Exceptionally strong analytical and problem-solving skills
Ability to understand the work environment and competing priorities in conjunction with developing/meeting goals
Advanced analytical and problem solving skills to evaluate business problems and apply applications knowledge to identify appropriate solutions
Excellent interpersonal skills; effective team player
Excellent decision making skills
Strong organizational skills; attention to detail
Have working knowledge of Microsoft Operating systems (for example: Windows 2000, XP)

Incident Management Analyst Resume Examples & Samples

Minimum of 2 years of relevant and progressive customer service and technology experience
Must be able to work 3rd shift initially
Excellent documentation and verbal communication skills
Results oriented with a flexible attitude
Must have strong analytical, planning, and organizational skills
Ability to function under pressure with minimal guidance in a fast paced 24 x 7 x 365 environment
Ability to work flexible hours and be available in an on-call rotation in a 24x7 environment
PCI experience is a plus
BA or BS degree in related field. Relevant work experience may be considered
ITIL certification preferred
This position is eligible for the Employee Referral Bonus Program-Tier 4 #LI-TH1

Major Incident Management Analyst Resume Examples & Samples

Maintains situational awareness during daily operations. 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
Assists in maintaining a framework of policies to ensure that standardized methods and best practices are utilized
Participates in IT strategy planning, understanding potential impact to business operations from proposed change and project activities
Contributes to MIM Continual Service Improvement by providing constructive feedback and innovative ideas on processes, documentation, and tooling
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

IT Incident Management Analyst Resume Examples & Samples

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
Manage ticket misroutes
Review the Incident Management process and analyze it for continuous improvement
4 year degree or 2 year degree with equivalent experience
5 to 7 years experience

Incident Management Analyst Resume Examples & Samples

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
Perform various clerical tasks
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
Knowledge of Remedy ticketing system

Rohq-riso-tier Incident Management Analyst Resume Examples & Samples

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

Incident Management Analyst Resume Examples & Samples

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
Collaborate within the Incident Management team to ensure that the performance of the team achieves the defined performance targets and KPIs
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)
Foundation qualification in ITIL V3
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. Service Desk Institute; IT Service Management Forum; IT Service Management Institute

Critical Incident Management Analyst Resume Examples & Samples

2 years + experience of managing operations
Strong people management skills
Advanced English and German language knowledge
Strong analytical, and design skills
Very good communication skills and ability to work in team
Proven ability to work creatively and analytically in a problem-solving environment
A high level of understanding of technical support processes
Ability to solve challenging operational problems and experience of process optimization

Enterprise Change & Incident Management Analyst Resume Examples & Samples

Maintains trend data and metrics related to changes, incidents and problems for clients and executive reporting
Recommends and documents departmental standards and procedures
Consults with other teams on proper integration and correlation of the change, incident and problem management process and their respective areas
Ability to communicate effectively to all levels within the organization
Conflict resolution and facilitation skills
Independent and collaborative decision-making ability within specified parameters
Solid business acumen and an awareness of business implications of decisions
Proven ability to function in an environment that requires flexibility, good judgment and sound decision-making often based on limited information and/or under extreme conditions

Major Incident Management Analyst Resume Examples & Samples

Responsible for the overall effectiveness of technology systems residing in Oracle’s Global IT organization to ensure high levels of customer satisfaction and availability, 24x7
Maintains a framework of policies to ensure that standardized methods and best practices are utilized
Participates in IT strategy planning with the Change Management Team, understanding potential impact to business operations from proposed change and project activities
Provides leadership and drives key decisions during major incident resolution conferences, which includes making business decisions and providing major incident resolution leadership during bridge calls
Identifies procedural and documentation gaps to aide service restoration and works across appropriate teams to have documentation completed
Clearly documents the troubleshooting steps taken during the Major Incidents in chronological order and author status communications to compile incident communication and Root Cause and Corrective Action documentation
Assesses the impact of a Major Incident and identifies key team members or teams that should participate in the restoration activities
Communicates effectively to Service Owners, GIT and Executive Management, as appropriate
Works in collaboration with the Problem Management team for analysis on Known Errors and recurring events that would be deemed a Problem
Works in collaboration with Business Relationship Management to effectively communicate IT Events and IT Incidents to key lines of business
5+ years proven hands-on experience with technology systems, including network, server, storage, client or application
5+ years experience with working in a Level 1 or Level 2 support role such as datacenter operations or systems administration
3+ years of ITIL experience (Incident, Problem, Change, Event)
Preferred to have 2+ years experience in a lead or manager role
Must possess strong analytical and problem solving skills, with a proven track record of executing calmly against tough deadlines
Must demonstrate an ability to establish relationships and build rapport in order to influence colleagues at all levels, uncover business or technical issues, and facilitate their resolution
Must demonstrate the ability to lead an audience, regardless of their organizational role
Excels in all facets of verbal and written communication; leads and inspires the team via open communication, effective listening, and strong collaborative networks; has excellent negotiation skills, is an expert coordinator, and has an ability to orchestrate change through influence
Candidate must be fluent in the English language, including strong verbal and well constructed written skills
Identifies 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
Considers and implements creative and innovative approaches to tackle new issues/challenges in an aggressive manner; encourages the team to take advantage of self-directed learning opportunities

Incident Management Analyst Resume Examples & Samples

Manages computing environment to protect production systems critical to business success
Acts as focal point for incident review and escalation if necessary
Supports a computer operations environment that meets all service level agreements, e.g., 24x7 availability, response time parameters, etc. and availability targets
Works across a wide array of product lines and engages various levels of management on a day to day basis
Is familiar with the ITIL framework, as the Incident Management process is a key input into the established Change and Problem processes
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
Ensures effective and rapid response to major 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
Considerable knowledge of incident management principles, procedures and techniques
Considerable knowledge of standards and best practices relevant to the information technology industry, e.g., ITIL
Strong knowledge of issue resolution and escalation practices, FIS products and services and IT infrastructure
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
Strong capabilities in public speaking
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

Incident Management Analyst Resume Examples & Samples

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

Production Services Incident Management Analyst Resume Examples & Samples

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

Incident Management Analyst Resume Examples & Samples

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.) to determine the correct remediation actions and escalation paths for each incident
Independently follow procedures to contain, analyze, and eradicate malicious activity
Document all activities during an incident and providing leadership with status updates during the life cycle of the incident
Create a final incident report detailing the events of the incident
Provide information regarding intrusion events, security incidents, and other threat indications and warning information to US government agencies
Assist with the development of processes and procedures to improve incident response times, analysis of incidents, and overall SOC operations
Ensure the transfer of knowledge between analyst shifts and leadership to provide an understanding of daily SOC operations and updates for all new and ongoing investigations
Act as an escalation point for event analysis and declared incidents
Responsible for managing Critical incidents to ensure all standard operations are taking place
Develop focused reporting and briefings for advanced cyber threats
Review event analysis and incident reports to ensure proper documentation and quality control
Document and maintain a knowledge base of alarms (false positives and false negatives, blacklists, whitelists) detected by IDS and IPS sensors
Provide subject matter expertise for security/information assurance policy recommendations
Gather internal and Open Source intelligence to increase security posture and reduce attack surface
Minimum of four (4) years of direct experience as a Security Analyst or SOC role within the last five years, and demonstrated ability to execute the duties and responibilities of a Security Analyst, or a combination of education and experience, which would provide an equivalent background
Experience with conducting operations relating to insider threat, counterintelligence investigations, and counterespionage
Perform investigations in support of potential inside threats
Experience and extensive knowledge working with a SIEM and performing triage, information gathering and analysis
Experience in Security Incident Handling and Incident Management procedures
Experience with writing clear and concise technical documents specifically event analysis and incident handling documentation
Demonstrate knowledge of the TCP/IP stack and other protocols
Knowledge of computer networking, routing and switching
Demonstrated experience performing raw packet analysis
Experience with Linux/UNIX and Windows based devices at the System Administrator level
Experience with Account Management, Windows Events and Log Management
Scripting proficiency (e.g., PERL, Python, shell scripting)
Organizational skills and the ability to work autonomously with attention to detail and processes
Excellent communication skills with experience providing incident briefings to peers, management and clients
One of more of the following Industry recognized professional certifications: CISSP, GCIH, GCIA, CEH, Security+
SIEM experience with Splunk
Experience with a commercial User Behavior Analytics tool
Windows Forensics analysis
Content Management and development for security technologies (AV, FIM, HIPS, NIPS, SIEM, WAF/DAM)
Past experience with or current understanding of government intelligence processes and systems
Direct experience with Malware and Fusion analysis techniques and methodologies
US Federal Government security clearance (Public Trust), or the ability to obtain a clearance
Incident Management

Incident Management Analyst Resume Examples & Samples

Providing Level 1.5 global application support for Chevron's ERP systems (SAP and JDE), as well as other legacy IT applications
Performing end-user system support (including IT dispatching) across the company's global operations
Bachelor's Degree in Information Technology, MIS, or other related fields
Good background in business processes in the area of Finance, Logistics and/or Human Resources
1-2 years work experience in using and/or supporting SAP or JDE
Excellent customer focus and results-orientation
Fond of working with people and culture from around the globe
This position is open to high-performing fresh graduates

Major Incident Management Analyst Resume Examples & Samples

Works with the Major Incident Manager to facilitates the resolution of high-severity outages, impacting IT infrastructure
Works with the MIM and across lines of IT to identify procedural and documentation gaps that would aide service restoration activities
Effectively scribes the troubleshooting steps taken during the Major Incidents in chronological order and author
Documents the impact of a Major Incident and helps the MIM engage key team members or teams that should participate in the restoration activities
.Possesses genuine desire to provide superior customer service

Major Incident Management Analyst Resume Examples & Samples

Typically has 1 to 3 years of IT and business/industry work experience, with knowledge of one process/service
Minimum of 5 years customer service experience
Demonstrates good judgment under pressure, and works well in a multi-tasking
Effective customer relationship building skills, and uses creative solutions to exceed customer expectations
Ability to understand the work environment and completing priorities in conjunction with developing/meeting goals
Ability to see the “big picture” and prioritize accordingly
Excellent interpersonal skills, effective team player
Excellent ability to prioritize work load, consistently meet deadlines, Service Level Agreements and Operational Level Agreements
Strong organizational, with attention to detail skills
Working knowledge of Microsoft Operating Systems (Windows, XP)
Working knowledge of Software Development Life Cycle

Incident Management Analyst Resume Examples & Samples

Collaborates with Service Desk Supervisors and direct manager to review aspects for service improvement with processes and ensure that customer needs are being met
Provides clear ownership, resolution of incidents and service requests to agreed SLA’s and KPI’s
Monitors all open incidents and service requests and helps move them to resolution
Lead/Drive cross-functional teams to satisfy escalations
Provide executive level status updates through the lifecycle of a major incident process
Drives the efficiency and the effectiveness of the incident management and Service Request process
Collaborates with the Service Now Admin to produce management information, including KPIs and reports
Involved in analyzing trends in shaping continuous improvement through business analytics and metrics
Monitors the effectiveness of incident management and Service Request fulfillment and makes recommendations for improvement
Drives, develops, manages and maintains the major incident and service request process and associated procedures. 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
Excellent relationship and customer service skills
Strategic and tactical mindset
Superior verbal, written and presentation skills
Collaboration and team leadership abilities
Good organizational skills. This position requires the Incident Manager is able to prioritize his or her workload while managing customer commitment
Methodical approach to problem solving and attention to detail
Associates or Bachelor’s degree from an accredited college or university in IT is preferred or equivalent work experience
Must have 2-3 years of Incident Management experience
Ability to lift equipment up to 50 pounds. (ie..monitors, desktops and other IT equipment))

Incident Management Analyst Resume Examples & Samples

Critical Incident handling; including facilitating mutli-team technical bridges and executive communications
Accurately document time spent supporting multiple lines of Business
Effectively communicate technical concepts to non-technical clients/partners is of significant importance, specifically at senior management level
Drive resolution of incidents to minimize impact to our customers and to help ensure timely delivery on projects
Accurately document and report on all incident activities and identify process deficiencies
Maintain operational incident data within the incident management tool for external awareness reporting and internal KPI reporting
Participate in shift rotation with peers to ensure 24/7 coverage is maintained
Perform functional and hieratical escalations as required to expedite issue resolution
Participate in specific Operations Management activities and special projects or initiatives as required
Approval and oversight of all Emergency corrective actions and changes
Ability to perform first level assessment of technical and process deficiencies and follow up on investigations