Incident management Analyst


Plano, TX

Industry: IT Consulting/Services


Not Specified years

Posted 284 days ago

This job is no longer available.

We are looking for Incident management Analyst for our client in Plano, TX 

Job Title: Incident management Analyst

Job Location: Plano, TX 

Job Type: Contract ? 12 Months / Contract to Hire / Direct Hire

?US citizens and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time.? 

Job Description:

  • Handle Calls/Incidents escalated by L1 team. 
  • Provide trainings for new products or upgrades. 
  • Create / modify and manage KBs for new and existing products and / or coordinate with concerned L2 or application teams to get the KBs updated. 
  • Analyze trend reports to identify causes for increase / decrease in incidents for specific products or overall volume if such spikes are not related to outages. 
  • Coordinate to application / L2 teams and problem management groups to report / follow-up on previously reported or newly identified issues with no know solutions. 
  • Report, analyze and correct either individually or by means of feedback, on accuracy of CI, KBs quality of documentation in incidents resolved or escalated by L1 ESD groups. 
  • Receive calls, emails and web-tickets for end users and other Agency, Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent Information.  
  • Tracking and classifying incoming incidents or service requests, attempting initially solutions.  
  • Provides initial assessment of categorization and prioritization for reported Incidents and Service Requests and provides initial support, targeting a higher level of first contact resolution.  
  • Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups.  
  • Perform hierarchical escalation to Service Desk Management and Incident Management  
  • Provide communication to end users concerning the status of Incidents, Service Requests, and Changes.  
  • Compiles data through Incident entry that will be used for management information and reporting.  
  • Maintains ownership of Incidents, ensuring status update and resolution according to SLAs.  
  • Provide input to Service Desk Management regarding Continuous Improvement opportunities.  
  • Cooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly  
  • Independently resolve tickets within SLA Adheres to standard operating procedures / work instructions  
  • Follow the escalation process  
  • Follow the shift hand-over process  
  • Update worklogs Categorizes as per CTI as appropriate  
  • Update the knowledge base  
  • Coaching freshers to be independent  
  • Coaching analysts for correct routing of tickets, capturing critical information  
  • Technically upgrade across versions of environment when required  
  • Adhere to organization policies and procedures  
  • Complies to regulatory requirements  
  • Ticket Monitoring