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    Incident Management Analyst - Quezon City, Philippines, Pilipinas - APWTech

    APWTech
    APWTech Quezon City, Philippines, Pilipinas

    5 araw ang nakalipas

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    Buong oras
    Paglalarawan

    The Incident Management Analyst plays a critical role in ensuring the stability and reliability of IT systems and infrastructure to ensure the timely and quality delivery of IT services.

    The Analyst monitors and analyzes alerts; identifies and confirms potential incidents; performs basic troubleshooting if possible; and coordinates / collaborates closely with cross-functional teams to resolve, on time, the confirmed incident to minimize service disruptions.

    MAIN DUTIES & RESPONSIBILITIES:


    • Alerts Monitoring:

    o Continuously monitors IT infrastructure, applications, and services using available monitoring tools such as Solarwinds (infrastructure) and Cisco ThousandEyes (application) to name a few.

    o Sets up and configures alerts based on agreed upon performance thresholds.

    o Investigates alerts and escalates as necessary.

    o Analyzes events and alerts to identify patterns and trends leading to potential anomalies.


    • Incident Identification, Triage and Coordination:

    o Performs triage to assess the incident's impact and urgency.

    o Coordinates and collaborates with cross-functional teams to resolve incidents within defined and agreed upon SLAs.

    o Documents incident details and actions taken.


    • Major Incident Management:

    o Leads and coordinates activities during major incidents, including communication, escalation, and resolution.

    o Facilitates post-incident reviews to identify root causes and preventive measures.

    o Ensures all communications, updates, and/or notifications for major or critical incidents are sent in adherence to the company's defined SLAs and OLAs.

    o Leads the post-incident review process (post-mortem review).


    • Root Cause Analysis:

    o Assists in identifying the root cause of incidents.

    o Analyzes logs, and other data to determine underlying issues.

    o Contribute to post-incident root cause analysis reports.


    • Documentation:

    o Maintains accurate records of incidents, resolutions, and monitoring configurations.

    o Updates knowledge base articles for common and major incidents.

    o Creates playbooks / runbooks to ensure that all known (and unknown problems) have documented workarounds and/or permanent resolution.


    • Continuous Improvement:

    o Suggests improvements in monitoring and incident management processes and tools.

    o Participates in regular Incident and Service Request review meetings.

    o Creates a Safety Net process to identify and determine the proper ticket escalation.

    o Analyzes and reports trends in incidents and contributes to the service improvement roadmap.


    • Emergency Response:

    o Be available for on-call duties during critical incidents.

    o Collaborate with incident lead/s, subject matter experts and other IT and business team members.

    Qualifications:

    Technical Skills:

    • Proficiency and solid experience in monitoring tools such as SolarWinds.
    • Familiarity with ITSM frameworks such as ITIL.
    • Good understanding and of network protocols, server infrastructure, and cloud infrastructure and services.
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