Operations Analyst (Incident Management)
Current• Provide 24/7 incident management support on a rotational basis for Digital customer facing applications• Articulate the customer and business impact of production issues to technical teams and also translate technical terminology into plain language to provide effective status updates to internal partners• Effective analysis and prompt follow-up of incidents, post resolution, to ensure actions are completed to help improve processes/support documentation, prevent recurrences, and reduce impact to our customers and internal partners • Assess and respond to enquiries promptly determining impact and resolving or escalating issues appropriately• Produce monthly reports to summarize incidents, identify repeat issues, and highlight concerns and recommendations• Participate in development projects to provide subject matter expertise from an incident management perspective for digital applications and to ensure Day 2 support requirements are met.• Act as the resource of information from an operations perspective for our colleagues and partners• Develop and maintain strong third party vendor relationships from an incident management perspective including management of SLA (Service Level Agreements), PMA (Problem Management Agreement) and DRP (Disaster Recovery Plan) processes• Manage internal partner relationships • Responsible for timely notifications of current trending issues for all lines of businesses• Ensuring all issues are tracked in Access Database along with other types of requested tracking (ex. Excel Spreadsheet)• Identified gaps in current processes and implemented change to add value• Demonstrated excellent written, verbal and telephone communication skills by facilitating scheduled conference calls with our vendors and internal support partners to highlight current issues and identify streamline processes• Displayed a customer-focused approach by contacting clients directly to identify root causes and opportunities to change processes
