Capillary Technologies
Operations & Incident Analyst
Capillary Technologies, Minneapolis, Minnesota, United States, 55400
Location:
Minneapolis, MN, Hybrid (2 days in office per week)
Job Type:
Full-Time
About the Role:
The Operations & Incident Analyst is responsible for overseeing and supporting the severity level program issues within our Hosted Services. This role plays a critical part in managing and resolving incidents that impact the functionality and availability of our services for Member Users, Clients, and Customers. The ideal candidate will have a strong background in incident management, problem-solving, and a deep understanding of the impact of service disruptions on business operations.
Key Responsibilities:Incident Management:
Monitor and manage incidents that affect the Hosted Services, focusing on identifying, triaging, and resolving issues in a timely and efficient manner.Coordinate with internal teams, including IT , Product, and Customer Support, to ensure quick resolution of incidents.Act as the primary point of contact for severity level issues, providing timely updates and communications to stakeholders.
Root Cause Analysis:
Conduct thorough root cause analysis for all incidents, identifying patterns, trends, and potential areas for improvement.Document and communicate findings and lessons learned to prevent recurrence of similar issues.
Continuous Improvement:
Collaborate with cross-functional teams to develop and implement strategies to improve incident response and resolution times.Recommend process improvements to enhance the efficiency and effectiveness of the incident management process.
Reporting and Documentation:
Maintain accurate and detailed records of all incidents, including actions taken, resolutions, and communication with stakeholders.Provide regular reports on incident management metrics, including severity levels, resolution times, and overall service performance.
Stakeholder Communication:
Ensure clear, concise, and timely communication with all stakeholders, including Member Users, Clients, and internal teams, regarding the status and resolution of incidents.Develop and maintain incident communication templates and protocols.
Qualifications:
Bachelor's degree in Information Technology, Business Administration, or a related field
or
2+ years of experience in incident management, operations, or a related role.Strong problem-solving skills with the ability to analyze complex issues and develop practical solutions.Excellent communication skills, with the ability to convey technical information to non-technical stakeholders.Ability to work under pressure and manage multiple priorities in a fast-paced environment.Experience with incident management tools and software is a plus.Competencies:
Analytical Thinking: Ability to assess situations quickly and make informed decisions.Attention to Detail: Ensures that incidents are thoroughly documented and that no details are overlooked.Collaboration: Works effectively with cross-functional teams to resolve issues and improve processes.Communication: Maintains clear and open lines of communication with internal and external stakeholders at all times.Adaptability: Able to adjust to changing priorities and handle unforeseen challenges with composure.
Why Join Us:
At Capillary Technologies, you'll be at the heart of ensuring the reliability and success of our products. As an Operations & Incident Analyst, you'll have the chance to make a direct impact by resolving critical issues and driving service excellence. Join a team that values innovation, collaboration, and continuous growth. If you're looking to advance your career in a dynamic environment where your contributions are recognized, Capillary Technologies is the place for you.
Minneapolis, MN, Hybrid (2 days in office per week)
Job Type:
Full-Time
About the Role:
The Operations & Incident Analyst is responsible for overseeing and supporting the severity level program issues within our Hosted Services. This role plays a critical part in managing and resolving incidents that impact the functionality and availability of our services for Member Users, Clients, and Customers. The ideal candidate will have a strong background in incident management, problem-solving, and a deep understanding of the impact of service disruptions on business operations.
Key Responsibilities:Incident Management:
Monitor and manage incidents that affect the Hosted Services, focusing on identifying, triaging, and resolving issues in a timely and efficient manner.Coordinate with internal teams, including IT , Product, and Customer Support, to ensure quick resolution of incidents.Act as the primary point of contact for severity level issues, providing timely updates and communications to stakeholders.
Root Cause Analysis:
Conduct thorough root cause analysis for all incidents, identifying patterns, trends, and potential areas for improvement.Document and communicate findings and lessons learned to prevent recurrence of similar issues.
Continuous Improvement:
Collaborate with cross-functional teams to develop and implement strategies to improve incident response and resolution times.Recommend process improvements to enhance the efficiency and effectiveness of the incident management process.
Reporting and Documentation:
Maintain accurate and detailed records of all incidents, including actions taken, resolutions, and communication with stakeholders.Provide regular reports on incident management metrics, including severity levels, resolution times, and overall service performance.
Stakeholder Communication:
Ensure clear, concise, and timely communication with all stakeholders, including Member Users, Clients, and internal teams, regarding the status and resolution of incidents.Develop and maintain incident communication templates and protocols.
Qualifications:
Bachelor's degree in Information Technology, Business Administration, or a related field
or
2+ years of experience in incident management, operations, or a related role.Strong problem-solving skills with the ability to analyze complex issues and develop practical solutions.Excellent communication skills, with the ability to convey technical information to non-technical stakeholders.Ability to work under pressure and manage multiple priorities in a fast-paced environment.Experience with incident management tools and software is a plus.Competencies:
Analytical Thinking: Ability to assess situations quickly and make informed decisions.Attention to Detail: Ensures that incidents are thoroughly documented and that no details are overlooked.Collaboration: Works effectively with cross-functional teams to resolve issues and improve processes.Communication: Maintains clear and open lines of communication with internal and external stakeholders at all times.Adaptability: Able to adjust to changing priorities and handle unforeseen challenges with composure.
Why Join Us:
At Capillary Technologies, you'll be at the heart of ensuring the reliability and success of our products. As an Operations & Incident Analyst, you'll have the chance to make a direct impact by resolving critical issues and driving service excellence. Join a team that values innovation, collaboration, and continuous growth. If you're looking to advance your career in a dynamic environment where your contributions are recognized, Capillary Technologies is the place for you.