The Incident Analyst is responsible for overseeing the end-to-end management of all the activities related Incidents, including escalation process, systems outage management, root-cause-analysis, Post Incident Reviews, continuous improvement and assurance of incidents closure within SLA.

He/she will also follow up and report on the adherence to the processes within the department and work with other managers to ensure conformance.

Work Experience - Minimum:

At least five years’ experience working as Incident manager, or a similar role.

Strong knowledge of IT service management software including ITIL and COBIT.

Experience working with IT systems and software such as SolarWinds, Zabbix, and Nagios XI.

Excellent managerial skills and ability to collaborate with team members.

Ability to analyse a high volume of technical data and work in a fast-paced environment.

Strong problem solving, analytical, and time management skills

Preferred:

5+ years of professional hands-on experience in Incident management in a large environment

Work experience with various teams including: Compute, Virtual Infrastructure, Unix/Linux, Storage, Network, security and Database throughout the development and operational lifecycle.