Major Incident Analyst

Our client is the largest freight railroad in the United States in search a Major Incident Analyst for 12 month contract opportunity (potential to extend) to be based in the North Fort Worth area. You will have the opportunity to work a hybrid schedule (4 days onsite per week).

Schedule: Must work the early shift to start with, 6am-2pm. But need to be flexible to work a different shift if needed. During training it will probably be 7am-3pm.

This role is basically when things happen on the railroad that have to do with our technology services, people will call in and advise us that they have systems down, or things that are going wrong. Our Major Incident Management Analysts handle 1 to 3 incidents. So that’s coordinating things on a bridge, trying to get the team to root cause and recovery as quickly as possible; coordinating and getting people on a bridge and knowing who to call when to call, where to call.

Major Incident Analyst

The Major Incident Analyst is responsible for all aspects of the Incident Management (IM) process while working as part of a team to restore service as quickly as possible during a Major Incident. Specifically, the Major Incident Analyst will manage the IM processes during Major Incidents, which includes driving technical teams towards resolution, communicating status, and working to capture lessons learned for Post Incident Review. The Major Incident Analyst may conduct, facilitate or participate in Root Cause Analysis and Critical Process Reviews as part of a role in Problem Management (PM).

Top Required Relevant Skills:

• Service Now, ITSM

Highly Preferred Skills:

• CloudWatch or Dynatrace
• Experience or exposure to DevOps

Key Activities:

• Responsible for the activities related to the management of high and critical priority incidents, ensuring processes and procedures are defined in detail and executed consistently. These incidents may impact multiple applications, lines of business, or infrastructure in multiple platforms (Mainframe, Mid-Tier, Cloud, Network, Physical Layer).
• Performs work with a high level of autonomy in a high visibility capacity
• Leads post incident review process, including, but not limited to, providing incident updates/debriefs, discussing IM process successes and opportunities for improvement, determining courses of action, and assigning/holding technical staff accountable to complete action items.
• Responsible to creating Daily Performance Reports that contribute to Metrics and Analytics
• Assists other technical staff involved in providing IM and PM statuses and root cause analysis (RCA) reporting.
• Assists with and influences the implementation of IM and PM policies, procedures, and processes, ensuring the strategies and activities are consistent with the business objectives and are compliant with processes for review.
• Participates in technical meetings as an enterprise IM subject matter expert (SME).
• Works under limited supervision in a 24 x 7 Call Center

Qualifications:

• Working knowledge of Cloud and IT Infrastructure, Architecture, and/or DevOps
• Strong expertise in oral and written communications, including training and presenting to small and large audience
• Strong facilitation and listening skills to guide teams in process development and improvement exercises and workshops
• Ability to facilitate constructive and professional debate, and gain compromise and consensus
• High level understanding of various technologies
• Working knowledge of ITSM tools, reporting and relational database systems
• Strong influencing and relationship management skills.

Preferred Qualifications

• Bachelor’s degree in Business, Computer Science, Information Management Systems, or closely related field or an equivalent combination of education and/or directly related work experience.
• Three years of Information Technology experience in a related area (such as second- and third-level service desk, network, server, database, telephony, middleware or server support).
• Two years of experience coordinating major incidents, changes or problem management preferred.
• General technical knowledge and related competencies of distributed information systems technologies (i.e., AWS, EC2, CloudWatch, UNIX and Windows operating systems, WebSphere Application Server, Oracle Database, MQSeries, Web Application Infrastructure (WAI), Performance, Storage, etc.) and applications operating in the National IT environment.
• General knowledge of IT and interdependencies in a large scale, enterprise-wide complex operation.
• Preferred certifications include: ITIL Foundations Certification
• High Level of Communication Skills to drive for results, navigate discussions, and acquire needed technical support information for our customers.
• Effective interpersonal skills to build and maintain strong partnerships with technical managers and staff, application developers and strong working relationships with stakeholders.
• Experience navigating ITSM (ServiceNow), AWS CloudWatch, and APM (Dynatrace).