Incident Analyst

This is what you'll do:• In this role, you'll lead the incident management process to resolution and restoring Rivian's IT operations swiftly. You will also log and categorize recurring incidents to improve incident management protocols.• Manage/facilitate multiple incidents resolution simultaneously and remain judicious during major incidents• Responding to a reported service incident, identifying the cause, and initiating the incident management process• Lead the end to end process for incident resolution and ensure that the right groups are involved in the resolution of the incidents• Coordinate resources and activities during outages and communicate incident information and impact to the customers, business partners, and senior management• Prioritize incidents according to their urgency and impact on the business.• Restore affected services quickly and efficiently with minimal impact to the end-users by ensuring that critical incidents are managed effectively and professionally• Producing documents/ Run Books that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures or NOC issues.• Logging all incidents and their resolution to see if there are recurring malfunctions.• Adjusting the incident management process as required to ensure its effectiveness.• Communicating with upper management if major issues are found in the IT system.• Works with other IT, Application, and Operations teams to perform root cause analysis (RCA), acting as a problem manager if required• Proactively ensures the highest levels of systems and infrastructure availability through network tools monitoring• Perform daily system/network monitoring, verifying the integrity and availability of systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs• Participate in additional technology initiatives as required• Develop positive relationships with the business and other functions at all levels• Collaborate with members of the information security, network, application, and cloud teams to ensure consistent IT services to our business users• Look to improve all aspects of the NOC and MIM functions continually

Job Requirements:
This is what you'll need:• At least 2-4 years (or relative) in a NOC and Major Incident Manager role, where you learned the nuances of IT Support• Bachelor's degree prefered• ITIL Foundation Certification (must be ready to obtain within 90 days if not certified)• Knowledge and experience of using network monitoring tools (eM7, SolarWinds, ServiceNow, Splunk, Cisco DNAC etc.), network equipment, log analysis, network attach techniques, and packet-level tools experience is a must• Hands-on experience with ITIL and ITSM processes• Knowledge and understanding of business-critical applications/systems, servers (Linux, Windows), Cloud systems, and collaboration platforms• Passion for Customer Support - A drive to help end-users get what they need to do their jobs the best they can.• Experience with the standard helpdesk ticketing tools (Preferably ServiceNow and Jira)• Ability to coordinate and communicate at all levels within the organization - Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level Execs• Prioritization Skills - The ability to analyze support requests and prioritize them based on impact• Discipline - The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication
Company
TTi Global
Posted
09/15/2021
Type
Full time
Location
Normal, IL 61761, US