Senior Analyst It Operations Center
Current• Manage and provide leadership and meticulous oversight of the incident management process to minimize the impacts of disruptions.• Allocate resources, including personnel, tools, to promptly respond to incidents and ensure effective resource utilization during the incident management process.• Coordinate with various teams that are involved in incident response including technical support teams, IT operations teams, and external vendors and facilitate communication between all stakeholders, providing regular updates on the status of incidents, and manage stakeholder expectations.• Lead the investigation of incidents to ascertain their root cause.• Also oversee the implementation of improvement and preventive measures to address identified root causes and avoid same or related incidents in the future• Drive efforts for service improvement by conducting post-incident reviews• Produce comprehensive documentation of incident details, response actions, and outcomes in Major Incident Analysis document.• Document business processes and created workflow diagrams utilizing MS Visio and MS Power Point software.• Suggest ways to streamline workflow and processes within the organization.
