As an ITSM and Incident Management Operations Analyst , you will play a crucial role in safeguarding critical functions by investigating incidents, developing and maintaining disaster recovery plans, and leading responses to critical incidents.
Responsibilities include collaborating with cross-functional teams and conducting Incident Management meetings adhering to ITSM Practices, while ensuring operational stability and fostering collaborative relationships across divisions.
Technical Qualifications
- Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
- Minimum 5+ years of technical Infrastructure experience in an ITSM environment
- Technical experience in ServiceNow including set-up, configurations, and workflows
- Functional experience in ServiceNow including Incident Mgmt., Change Mgmt., Asset Mgmt., etc.
- Strong understanding and ability to speak to ITSM Practices and Components
- 4+ years of experience supporting Microsoft Azure, including Entra ID / Active Directory and M365 Cloud
- 2+ years of experience and basic understanding of : Networking fundamentals (DNS, DHCP), servers, data centers, and virtualization (VMware)
- Experience leading a team, project, or initiative
Competencies
- Familiarity with Disaster Recovery planning and execution
- Strong, assertive, and professional communication skills
- Technical understanding of networking, including data center
- Outstanding and ability to work effectively and cross-functionally
- Excellent organizational and documentation skills
- Proactive mindset
- Availability for on-call duties (24 / 7) during critical incidents
Description
- Investigate incidents, propose preventive measures, and lead critical incident response
- Develop and maintain disaster recovery plans, collaborating with IT and business units
- Conduct training sessions on disaster recovery protocols and coordinate system / data restoration after disasters
- Lead the initiative to develop and document an enterprise-wide Disaster Recovery plan
- Collaborate with technicians, engineers, and leadership to gather requirements and implement the plan
- Utilize proficiency in ServiceNow to streamline and manage the Disaster Recovery plan deployment
- Enhance critical application monitoring and operational processes
- Ensure data maintenance and operational readiness in ServiceNow
- Collaborate on enterprise disaster recovery and business continuity plans
- Proactively identify trends and efficiencies to improve IT service delivery
- Provide insights based on historical data for issue resolution
- Establish partnerships across divisions to support disaster recovery
- This role requires dedication to maintaining operational stability, fostering collaborative relationships, and proactively ensuring business continuity in the face of disruptions.
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