Incident Management Support Analyst - Contract - W2

Incident Management Support Analyst Shift 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.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

• Exceptional communication skills and experience interacting with all levels of organization
• Solid understanding of Incident Management, Problem Management, and Change Management
• Strong knowledge of data center infrastructure and operating systems
• Experience supporting Java/Web Services environments
• 3+ years of experience in Technology Operations and/or Incident Management Cloud technology support experience
• Solid understanding of networking protocols & troubleshooting
• Certification in ITIL, Lean, or Six Sigma, Service Now experience