INCIDENT ANALYST - ONSITE

Title: Incident Analyst - Onsite

Mandatory skills:

ITIL, Change Management, Incident Management, Problem Management
Microsoft Office Suite, Excel, PowerPoint
business events, service operations, Program Management
network, server, infrastructure technologies
Develop, incidents, root cause, communications, corrective action, documentation, monitor, quality

Description:

Position Summary:

The Incident Analyst will be responsible for driving service excellence across all of client Family of Businesses, leveraging best practices and incident, problem management processes and tools to restore services to their normal operating state within agreed-upon service level expectations.
This position will effectively manage the lifecycle of major incidents to the point of root cause, provide metrics on incidents and problems, and work to identify improvements that will ensure the stability of the client Businesses environment, preventing incidents from reoccurring.

Position Responsibilities may include, but not limited to:

Participate in a 7x24 on-call rotation to manage major incidents
Own business impacting events, restoring the environment to normal service operations w/cross-functional partners.
Ensure timely communications and updates are provided to key stakeholders for major incidents.
Drives root cause analysis activities by conducting meetings to review major and repeatable incidents, identify areas of improvement, assign corrective actions, and monitor corrective actions to completion.
Develops and maintains incident and problem management policies, procedures, processes, and documentation related to incident and problem management tools.
Creates metrics and reporting for measuring corrective action success and the impact the corrective actions have by reducing mean time to resolve incidents and the number of incidents throughout the environment.
Work with internal and external support teams to ensure that the requirements are being met in incident and problem management meetings.
Ensure adherence to Incident and Problem Management process and service level expectations (SLEs) through monitoring and escalation where needed.
Other projects or duties as assigned.

Required Skills and Experience:

Bachelor's degree in computer science or related IT field with 3 plus years of work experience in Global/Enterprise Support, Business Processes and / or Change Management or HS Diploma with 6 plus years of work experience in Global/Enterprise Support, Business Processes and / or Change Management.
ITILv4 certified or demonstrate knowledge of ITIL best practices.
Excellent communications skills.
Proficient in Microsoft Office Suite, emphasis on Excel and PowerPoint
1 - 3 years Incident Management Experience
1 - 3 years Problem Management Experience
Able to demonstrate efficient time management skills
Able to strive for quality and accuracy within deliverables
Must have a passion for working with various groups and technologies.
This position must pass a post-offer background and drug test.

Preferred Skills and Experience:

ITIL Intermediate Certification
PMP Certified
Strong understanding of network, server, and infrastructure technologies.

Top 3 Must-Haves (Hard and/or soft Skills)

Demonstrate knowledge of ITIL
Incident /Program Mgmt. must have
Excellent communication skills
Excellent time management skills
Monthly basis, will be on 2 -week call rotation.

Top 3 Nice-To-Haves (Hard and/or soft Skills)

Good team player
Good attitude
Efficient

Note :

Start time: 8:00 am
End time: 4:30 pm (CST)
Schedule if other than M-F:

VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at for any complaints, comments and suggestions.

Contact Details :

Account co-ordinator: Ramadas Kumaresan, Phone No : ext.279, Email:

VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008
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