Incidents and Operations Analyst

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.