Incident Analyst/Support

Incident Analyst/SupportPrimary Responsibilities:Instinctively takes the lead in high stress situations and leverages their strong problem solving skills and ability to facilitate surrounding support teams to perform Major Incident Management functions critical to production up time.Responsible for leading restoration of site impacting incidents through ownership of outage bridge calls, triaging and investigation of infrastructure and application health, and orchestration of available resources to drive resolution of degraded systems as quickly as possible.An understanding of application and infrastructure fundamentals is key for this position.Strong communication skills and the ability to work both individually and across a globally diverse group of engineers and support staff are also required.Outside of incident support, the candidate is a self-motivated individual who identifies opportunities and acts on them.Responsible to help drive operational maturity and efficiency through process refinement, automation development, knowledge sharing sessions, and partnership across a variety of business units to promote a highly reliable organization.Responsibilities:Owns, drives restoration and coordinates efforts across multiple support teamsIdentifies own goals and determines how to achieve them; works independentlyCan detect underlying problems and patterns. Looks beyond the obviousEstablish command and control structures for Major Incident Management that dynamically expand depending on the situationFoster and evangelize IT best practices for Major Incident Management including detection, triaging, assessment, troubleshooting and restorationIdentify problems and implement solutions that address site and infrastructure resiliency, availability and performance issuesRequirements:Strong analytical and problem solving skillsAbility to skillfully navigate tough situations both internally and externallyExceptional communication skills both written and verbalOrganized with a natural inclination for planning strategy and tacticsProblem solving and root cause identification skillsAbility to establish and maintain strong relationships at all levels in an organizationMust be able to work collaboratively with and through othersThis position requires regular on-call and weekend rotations2 year degree required