Incident Management Analyst

Company Description:

Cayuse Philippine Delivery Center is a subsidiary company of Cayuse Commercial Services which centered around serving its people and its clients, while continuing to honor the tradition from which it came. Through tenure and experience, we offer:

• Managed Services and Staff Augmentation utilizing domestic and cost-effective geographical resources
• Collaboration with a minority-owned enterprise that actively contributes to the empowerment of Native American communities
• A leadership team that brings extensive experience and a proven track record of success
• High quality delivery to Fortune 1000 clients
• Customer-centric, personalized solutions supported by KPIs and SLAs
• Outstanding client satisfaction, with numerous long-standing contracts surpassing a decade
• A provider of world-class technology and expert business process services for over 16 years

Role Description:

ITSM Incident Management Analyst serves as a member of the ITSM Major Incident Management team providing support and coordination of response to major IT outages and incidents. Coordinate response by standing up response teams and coordinating the effort to resolve the outage/incident to closure and return to normal business operations. Additional duties include change management and supporting enhancements to ServiceNow reports and Dashboards.

Key Responsibilities:

Responsibilities: Serve as a member of the ITSM Service Now Incident Response team as supporting Incident Response, Change Management, and ServiceNow:

• Support and respond to incidents working with the Service Desk and Desktop support teams
• Oversee incident documentation, ensuring accuracy within RCA (Root cause analysis) and undertake an immediate effort to restore a failed IT application
• Assist with managing critical events, which includes; facilitating triage calls to engage technical support teams, coordinating service restoration activities, and communicating all relevant details to key business and client stakeholders,
• Ensuring that client ITIL aligned Incident Management processes are followed so that event management is consistent throughout the organization & the Incident lifecycle
• Documenting all details related to Major Incidents; persons & teams engaged, service restoration activities, associated results, root cause results, preventative action items, for Problem Management

Education, work experience and Credential Requirements.

• Minimum of 3-5 years of experience in a Helpdesk and Incident management role.
• Graduate of BS IT or any related course
• Excellent communication skills (written and oral), with experience interacting with all levels of management communicating issues with people, process and technology.
• Good understanding of production IT Environment and IT Operations
• Strong interpersonal and teamwork skills.
• Ability to work rotating shifts to support 24/7/365 organization
• Experience in a technical support field: network, server, storage• Knowledge in ITIL is a plus
• Open to shifting schedule