Senior Incident & Escalation Analyst

Job Description

As a Global Incident Team member, you will facilitate the response efforts for critical incident Incident management support covering all Incidents from Initiating bridge call start till Incident restoration. Coordinate major incidents in a following the sun mode, this role works 24/7 Ticket management analysis and follow-up till closure Overseeing the incident management process and team members involved in resolving the incident. Responding to a reported service incident, identifying the cause, and initiating the incident management process. Ensure we re meeting performance metrics / SLAs Prioritizing incidents according to their urgency, priority and impact on the business. Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures. Collaborating with the incident management team to ensure that all protocols are diligently followed. Logging all incidents and their resolution to see if there are recurring malfunctions. Adjusting the incident management process as required to ensure its effectiveness. Communicating with upper management if major issues are found in the IT system. Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks. Aligning and coordinating activities between customer, vendor and internal teams. Our ideal candidate has: Bachelors degree in information technology, engineering, or a related field. At least 5 years experience working in IT service management, or a similar role. Strong knowledge of IT service management software including ITIL Excellent managerial skills and ability to collaborate with team members. Ability to analyze a high volume of technical data and work in a fast-paced environment. Strong problem solving, analytical, and time management skills. ITIL Foundation Certified CAE offers: an environment where your initiatives will be recognized and valued. the opportunity to travel internationally. the opportunity to work on a variety of projects on a multidisciplinary team. the opportunity to represent the organization at external conventions and conferences. the possibility to work from home occasionally. flexible schedules. attractive employee benefits.