Incident Manager and Analyst

Job# : 2028321

Job Description :

Incident Manager and Analyst

Apex Systems is a global IT services provider, and our staffing practice has an opening for an Incident Manager and Analyst with Incident Management experience and theabilityto write data base clarity Kusto Query Language (KQL) to place at our client, a multinational technology corporation.

Client : Multinational technology corporation.

Terms : One year contract with strong possibility of extension up to 18-month total contract length.

Location : 100% Remote.

Application Process : It is best to apply via the medium on which you are seeing this posting. If you encounter technical difficulties submitting your resume, please send a Word version of your resume to Ty Kurucz at tkurucz@apexsystems.

com. Please reference Request ID : 2028321 Incident Manager and Analyst.

Job Description :

We are seeking an Incident Manager and Analyst. You will be responsible for planning and coordinating all the activities required to perform, monitor, and report on the incident management process and act as point of contact for all major incidents.

You will obtain authorization for submitted change requests from the Incident & Change Authority and ensure post review of exception changes to evaluate if the change addressed a real or a perceived exception condition.

You will utilize the incident and change in process management reporting system to monitor and track changes and drive considerable initiative and discernment relative to problem determination / resolution and telephone etiquette.

You will work with the ITSM (Information Technology Service Manager) to develop and document IT Incident Management policies, processes, and procedures based on ITIL (Informational Technology Infrastructure library) standard methodologies.

You will own ITIL Incident management including analyzing and designing service management processes, researching, and presenting standard methodologies, and driving continuous improvements.

The purpose of the team is to drive reliability, which are the back end to the client’s communication product. The team is responsible for supporting these services, managing, and triaging incidents, and performing data analysis on the incident data.

Requirements :

• 1+ years’ experience in the field.
• DevOps experience a PLUS

Top 3 Must Haves :

1. Minimum 1 year’s experience with Incident Management.

2. Minimum 1 year’s experience with Ability to write data base clarity Kusto Query Language (KQL)

3. Minimum 1 year’s experience with Azure Incident Management

Responsibilities :

• Triaging incidents that come in from monitors or customers and making sure they are assigned to the right team or escalated if needed.
• Handling the incident manager handoff on Thursdays and managing the rotation of the incident managers.
• Performing data analysis on the incident data using queries and Cousteau as the preferred language.
• Being the point of contact for all major incidents and working with a senior person who will guide them through the process.
• Reporting on the incident management activities and summarizing the incidents on a weekly basis.
• Daily monitoring of outages and relevant incident chats / channels.
• Monitor and ensure that engineers are completing post incident reports correctly and in a timely manner.
• Manage and maintain Incident Manager On-call rotation.
• Troubleshoot Incident Manager paging issues when they occur.
• Manage and maintain teams.
• Perform data analysis on incident for reliability / operational metrics to track goals on a weekly / monthly basis.

Other :

Interview process two rounds of interviews (30 minutes 1 hour each)

If you are not a 99% match to the above and want to be considered for other opportunities at our enterprise clients, register for our Talent Network where you can receive job alerts about new opportunities that match your interests.

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EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.

Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning.

We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package.

Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.