Incident Response Analyst

Job Description: The position requires an individual that is innovative with a great deal of initiative and a collaborative, yet proactive approach. The candidate will be expected to provide Problem Management coordination, data analysis and relationship management capabilities within the team. This function is integral to the success of the bank's stability by identifying root cause of issues, preventing recurrences, identifying potential disruptions, and proactively implementing mitigations to maximize service availability across Network Services.

The ideal candidate possesses excellent communication skills, will participate in the implementation and ongoing adherence of the Problem Management process, and serves as a fully seasoned/proficient process resource. The candidate will provide process knowledge and capabilities as an individual contributor and will work under minimal supervision, with general guidance from more seasoned consultants or managers.

Job#: 3054794

Lead Problem Investigation efforts for all network technologies

Conduct proactive assessments of events to determine opportunities for root cause investigation

• Reviews Problem priority and determines if the impact or urgency needs to be adjusted
• Progress (and are tracked) through the Problem Management process in a timely and prioritized fashion
• Ensure that the information entered/documented is accurate and complete;
  Including, but not limited to, workarounds, solutions, process enhancements, and root cause
• Ensure that the root cause is determined

Monitor Problem queues via the Remedy Problem Console, eSmart and Tableau dashboards

Periodically review their problem investigations for which a practical solution could not be found or is undetermined

Verify structural solutions and close the known errors and problem investigations that they manage

Maintains open Problems for status changes and ensures the data quality in the PBI and PKE records for weekly management reports and Monthly Scorecard

Coordinates Problem resolution with any relevant stakeholders, both technical and business as required

Provide information and host LOB meetings to customer/end-user regarding the status of their known errors (PKE) and problem investigations (PBI) records

Communicate with the customer/end-user to gain agreement that the known errors (PKE) and problem investigations (PBI) records have been resolved and closes the record

Conduct problem process audits for a sampling of problems

B.S. degree in Computer Science, Engineering, Business, or equivalent preferred

Excellent oral and written communication. – Must be able to communicate at all organizational levels

Experience Range* - 5 to 7 Years

ITIL Foundation Certification

Experience with Problem or Incident Management

Knowledge of IT Technical skills across multiple disciplines

The ability to provide leadership skills (self-starter / self-motivated)

Organized and detail oriented

Strong technical acumen

Strong analytical skills

Knowledgeable on JIRA, Confluence, and experience with Agile framework SCRUM ceremonies

The candidate must have excellent client interfacing skills, strong verbal and written communication skills and ability to work with all levels of management.

Candidate should have experience operating with colleagues across different time zones with a flexible approach to working hours (ability to work varied hours) to successfully interact and communicate on a global level

Everforth Apex Benefits Overview:
Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a Support Linc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts.

In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other…