Remote Major Incident Management Analyst; Level 2

Job Description

The Major Incident Management Analyst (Level
2) will serve as a high-touch, client-facing IT professional. This role is dedicated to providing in depth support of all Application systems across the client enterprise. You will handle application outage situations being reported from the field/facility and other IT support teams. Working directly with application owners, vendors, and other infrastructure support teams to troubleshoot application problems. This individual is also involved with Major Incident Management and will participate in a “on call” rotation.

• Oversee and manage major incident events, ensuring timely resolution and clear communication with all stakeholders.
• Document incidents thoroughly, maintaining accurate records and supporting root cause analysis.
• Support the enterprise service desk by triaging urgent incidents and coordinating with technical teams.
• Participate in on-call rotation to respond to emergency incidents outside standard hours.
• Train on all client systems and processes, ensuring readiness to support a wide range of IT issues.
• Collaborate with company and client leadership to fill heat maps and forecast call volumes.
• Provide confident, professional communication to leadership when incident priorities require it.
• Ensure incidents are submitted, tracked, and closed out according to client and ITIL standards.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• 3+ years of IT support experience, preferably in a service desk or incident management role.
• Proven experience working on a service desk with high call/event volume.
• Strong documentation and communication skills.
• Proficient in incident and problem ticket management.
• Confident communicator, able to interact with CISOs and senior leadership.
• Experience with on-call rotations and urgent incident response.
• Familiarity with ITIL methodologies and enterprise IT environments.
• Open to being on an on-call rotation
• 8am-5pm CST schedule
  • Net+ or Security+ certification.

• Experience supporting healthcare or enterprise clients.
• Advanced troubleshooting and analytical skills.