What are the responsibilities and job description for the Incident Analyst position at KTek Resourcing?
· Well versed in Problem Management process, tools, incident trends analysis towards operational excellence.
· End to end service/application monitoring; assess alerts and take appropriate action to assure signals are addressed, including ticket creation, assignment to support team and lead incident resolution
· Proactively lead and drive outages for a quick service restoration; provide support and leadership for all events, especially high priority incidents
· Maintain control, ownership and operational authority of an outage triage during high-pressure situations
· Actively direct and prioritize all aspects of the incident bridge line and chat, with sense of urgency, to ensure effective resource management and service restoration
· Provide timely and concise updates to incident records and incident
· Ensure timely engage/hr on ment of essential technical support teams/personnel
· Provide updates and escalate to various levels of management according to process
· Compose outage notifications and ensure content is complete, clear, concise and relevant to the audience
· Maintain operational process consistency across IT technologies