Incident Management Support Analyst - Contract - W2

IIncident Manager Support AnalystShift is going to be Monday - Friday 1 am EST to 10 am EST.It is going to be Hybrid with some work at home and some on-site.Onsite training with regular business hours 8 am EST 5 pm EST with a 1-hour lunch.Responsibility:This person will have no hands-on support responsibilities day to day but will be responsible for triaging support and development teams to resolve severe incidents across the EOCC enterprise.Duties:

• Coordination and management of Incident Management process activities
• Supporting Incident Management reporting (KPIs and customer SLAs)
• Drive complex technical problems where analysis of situation requires in-depth evaluation & technical knowledge of all areas driving restoration of service with support teams
• Ability to communicate effectively to technical and non-technical audiences
• Ability to assess data, identify gaps, trends, and inaccuracies, and turn that data into actionable outcomes and opportunities
• Willingness to perform 24x7 on-call rotation as an Incident Manager
• Create and improve standard operating procedures as needed and in a timely fashion
• Develop and maintain comprehensive knowledge articles
• Provide exceptional communication and transparency of activities and current status to team members and other partners and stakeholders within the company
• Promote ITIL best practices and transfer technical knowledge to team members
• Ability to handle multiple projects and tasks at a fast-moving pace
• Function as a manager on duty in the absence/need of leadership in the Command Center

• Experience working directly with End Users at an enterprise level (4-6 years of experience)
• Problem Solving and Prioritization
• Internal Communications = highly collaborative and organized in high stress situations