Intermediate systems analyst- incident response (Nashville, TN

Position: intermediate systems analyst- incident response (Nashville, TN)
Job Summary and Mission

The Major Incident Manager I is a dedicated resource, in the 24x7 Starbucks Technology Operations Center, performing the Starbucks Major Incident Management function. This position contributes to Starbucks success by ensuring that service/business impacting information technology incidents and/or high risk production incidents across the enterprise are managed consistently and effectively in adherence to the major incident processes and procedures. This role is assigned to the coordination, escalation, communication and resolution of service disruptions, as well as trend identification and the related efforts to prevent or minimize service disruption.

An effective Major Incident Manager I will be able to collaborate with technical teams and the Service Desk to minimize time to resolution, as well as coordinate timely communication with Starbucks Technology stakeholders and leaders. Models and acts in accordance with Starbucks guiding principles.

The ideal candidate is knowledgeable with ITSM and is experienced in IT Incident Management processes with a proven track record to resolve critical impacting Incidents affecting IT services. They have 2 or more years' experience working with ITSM processes in a large multi-regional company. They can collaborate quickly with multiple levels of management and be technical enough to collaborate with other technical subject matter experts.

Summary of Key Responsibilities

Major Incident Support:
Provides 24
* 7 global support of critical systems in a rotating on-call environment
Ensures timely, clear communication regarding service disruptions with the appropriate stakeholders
Coordinate support efforts through incident command & control bridge
Scribe & record all details and timeline of key elements during Incident Management bridge calls
Adhere to incident processes and procedures
Interfaces with other processes ensuring resources are sufficient and properly allocated
Ensures incidents that are not immediately resolved are appropriately escalated to service owner

Incident Process:
Responsible for the Incident Escalation process, content and results
Updates documentation, process, guidelines, and creates new process documentation
Reviews proposed tool enhancements for best practice applications
Undertake Continual Service Improvement activities

Create, Maintain and Report KPIs:
Contributes in the development of key performance indicators (KPIs) evaluating the service for effectiveness and efficiency
Identifies and reports Incident trends and progress

Summary of Experience
1-2+ years of relevant IT experience
1+ years of facilitating major incident / crisis bridge lines (preferred)

Required Knowledge, Skills and Abilities
Excellent verbal & written communication and listening skills. Ability to create accurate, concise correspondence, develop and conduct presentations
Strong proven interpersonal skills & able to work well with people at all levels
Detail-oriented and strong problem-solving skills, with ability to analyze a situation for potential future problems
Familiar with incident management processes
Foundation level knowledge of server operating systems, networking, firewalls, databases, storage, virtual infrastructure technologies, and application technologies.
Intellectually inquisitive nature with the ability to be open minded to varying opinions
Responsible, conscientious, and possess a passion for excellence - positive "can do" attitude
Innovative, creative, and extremely responsive in respect to service quality and ways in which it can be improved
Available for on-call coverage 24X7, to support off-hours work as required, including weekends and Holidays and fluctuates with staffing
Available to work nights and weekends on a rotating schedule
Good understanding of corporate IT policies, procedures, and standards
Knowledge of Incident, Problem, Change, and Knowledge Management practices
Knowledge of the IT strategies, customers, and services provided
Knowledge of service analysis tools

As a Starbucks partner, you (and your family) will have access to medical, dental, vision, basic and supplemental life insurance, and other voluntary insurance benefits. Partners have access to short-term and long-term disability, paid parental leave, family expansion reimbursement, paid vacation from date of hire*, sick time (accrued at 1 hour for every 25 hours worked), eight paid holidays, and two personal days per year.

Starbucks also offers eligible partners participation in a 401(k) retirement plan with employer match, a discounted company stock program (S.I.P.), Starbucks equity program (Bean Stock), incentivized emergency savings, and financial well-being tools. Additionally, Starbucks offers 100% upfront tuition coverage for a first-time bachelor's degree through Arizona State University's online program via the Starbucks College Achievement Plan, student loan management resources, and access to other educational opportunities.

You will also have access to backup care and DACA…