Critical Incident Management Analyst

Job Description

The role is responsible for the execution of the Global and North America Critical Incident Management processes and supporting the transition to the Problem Management processes.

This includes facilitating technical recovery bridges, communicating with all levels of leadership, compiling reports that support analysis of incident trends, and participating in post-incident debriefs following a critical incident.

Responsibilities and Requirements :

• Excellent verbal and written communication skills with an emphasis on the ability to tailor messages for varying audiences
• Strong ability to prioritize and complete multiple tasks during time-critical and high-pressure situations
• Experience in process development, implementation, and continuous improvement
• ITIL Foundation Certification Preferred
• Strong analytical skills to support the synthesis of knowledge and information out of abstract and varying types of data points
• Experience working with 3rd party supplier support resources and escalation points
• Ability to demonstrate dependable delivery of support in off-hour situations

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