Incident Management Analyst - OT

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Austin, TX, US, 78701 White Plains, NY, US, NY 10606

RWE Americas, LLC

To start as soon as possible, full time, permanent

Functional area: IT / Digital;
Operations & Maintenance

Remuneration: Exempt

• Provide first-level support for common, low-risk user issues affecting OT systems, applications, devices, and related technologies
• Receive, document, categorize, and track incidents and service requests in accordance with established procedures
• Gather relevant issue details from users, including symptoms, timing, affected systems, and business or operational impact
• Perform predefined troubleshooting steps for routine OT incidents under guidance
• Use approved diagnostic and monitoring tools to identify common system errors and basic connectivity or access issues
• Follow standard operating procedures, work instructions, and escalation protocols
• Escalate unknown, recurring, complex, or potentially high-impact issues to senior analysts or appropriate technical teams
• Maintain clear and accurate incident records, including actions taken, findings, resolution details, and escalation information
• Communicate status updates and resolution information to users in a clear, polite, and timely manner
• Collaborate with senior analysts and technical specialists to learn resolution techniques and build OT support capability
• Support the consistent application of security, safety, access control, and compliance requirements within OT environments
• Participate in knowledge-sharing activities and contribute to the improvement of support documentation and knowledge articles
• Perform other related duties as assigned

• Associate’s degree in Information Technology, Computer Science, Engineering, Industrial Technology, or a related discipline.
• Preferred Certifications
  • One or more entry-level or relevant certifications, such as:
    • CompTIA A+
    • CompTIA Network+
    • CompTIA Security+
    • ITIL Foundation
    • Microsoft or equivalent technical support certification
    • Industrial control systems, OT cybersecurity, or automation-related certification
    • Vendor-specific certifications relevant to the supported OT environment
• Minimum 1 year of IT experience.
• Minimum 1 year of OT experience, or equivalent hands-on experience in an industrial, manufacturing, utilities, or operational environment.
• Entry-level industry experience is appropriate.
• Equivalent combinations of education, training, and relevant experience may be considered.
• Basic troubleshooting and problem-solving skills.
• Ability to follow procedures accurately.
• Strong attention to detail when recording incidents and technical information.
• Clear written and verbal communication skills.
• Professional and courteous user-service skills.
• Willingness to learn from senior analysts and technical specialists.
• Ability to prioritize routine tasks and manage assigned incidents.
• Awareness of confidentiality, cybersecurity, safety, and operational risk.
• Ability to work effectively in a structured support environment.
• Reliability, accountability, and a continuous-improvement mindset
• Basic knowledge of:
  • IT and OT support concepts.
  • User support tools and service management platforms.
  • Incident logging and ticket management protocols.
  • Operating systems, end-user devices, networks, and basic system connectivity.
  • First-level troubleshooting methods.
  • OT environments, systems, and operational processes.
• Ability to follow predefined procedures and work instructions consistently
• Ability to use diagnostic tools with guidance
• Understanding of the importance of system availability, operational continuity, and safe working practices in OT environments
• Awareness of cybersecurity principles relevant to user support and OT systems
• Ability to recognize…