Incident Management Analyst

Position Summary / Responsibilities:

• Experience delivering IT programs ensuring the implementation of quality controls, metrics, and measures ensuring timely delivery of contract deliverables.
• Performs all functional duties independently.
• Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. Operates with appreciable latitude in developing methodology and presenting solutions to problems. Contributes to deliverables and performance metrics where applicable.
• Monitor and support Incident management in production, development, and test environments at all Data Centers.
• Provide a central point for coordination of incidents that arise in all environments. Establish and orchestrate bridge calls with emphasis on restoring service to users as quickly as possible, facilitate and troubleshoot toward resolution of incidents, and manage incidents to completion.
• Coordinate, escalate, and/or resolve operational system/application/network events that have the potential of negatively impacting system and application availability to the user community.
• Create and provide metrics to judge efficiency and effectiveness of Incident Management Process. Examples: Mean Time to Repair, Mean Time Between Failures, Repeat Incidents
• Create, update and maintain Standard Operating Procedures, Technical User Guides, Troubleshooting Guides, and Customer Contact Database. Conduct quarterly reviews of all documents.
• Develop and maintain the Incident Management process, to include: incident identification, incident logging, incident categorization, incident prioritization, initial diagnosis, incident escalation, investigation and diagnosis, incident resolution and closure.
• Develop and maintain web-based reporting for incident management as well as all facets related to systems availability.
•  Coordinate with Knowledge Manager to create troubleshooting  articles for various procedures. Develop “lessons learned” on all escalated incidents.
• Escalate incidents in accordance with established client escalation procedures.
• Supports Incident Manager to identify and respond to potential problems or trends before failure or degradation occurs. Provide information on scenarios for monitoring, automation, and adjusted threshold levels to allow appropriate action to be taken before adverse impact occurs. Develop and/or enhance processes to detect and prevent future incidents and allowing for quicker diagnosis and resolution if further incidents occur.
• Report on previous business day’s EOC call volume and SLAs to be incorporated into the Morning Meeting report slides. Content may change as the Government reporting requirements change over time.
• Report monthly on outstanding tickets dependent on third party action. Report to include ticket, item awaiting action, third party, duration and if known estimated resolution time.
• Supports the developing of monthly EOC reporting for SLAs and KPIs. Can be delivered as a report or government accepted dashboard.
• Interfaces with vendor support service groups to ensure proper escalation during outages or periods of degraded system performance.
• Provides input to policy level discussions regarding standards.
• Utilizes software and hardware tools and identifies and diagnoses complex problems and factors affecting systems performance.