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As a Major Incident Management Analyst, you will play a crucial role in our organization’s incident management process. You will be responsible for the timely and effective resolution of major incidents, minimizing the impact on our operations and ensuring the highest level of service availability. This role requires strong analytical skills, excellent communication, and the ability to collaborate with cross-functional teams.

The Role

• Incident Identification: Monitor various sources for potential major incidents, such as system alerts, customer reports, and internal notifications.

• Incident Triage: Quickly assess and prioritize incidents based on their severity, potential impact, and urgency.

• Coordination: Act as the central point of contact during major incidents, coordinating efforts across technical and non-technical teams to facilitate rapid resolution.

• Resolution Coordination: Act as a central point of coordination for incident resolution efforts. Engage relevant teams and resources to resolve incidents promptly.

• Communication: Provide regular updates to stakeholders, including senior management, regarding the status of major incidents, including their impact, current status, and estimated time to resolution.

• Root Cause Analysis: Collaborate with technical teams to conduct post-incident analysis, identifying the root causes of major incidents and recommending preventive measures.

• Process Improvement: Continuously evaluate and improve the major incident management process, suggesting enhancements to streamline incident response and resolution.

• Documentation: Develop and update incident management procedures, ensuring that all team members are aware of their roles and responsibilities during major incidents.

• Training: Conduct training sessions and workshops to enhance the incident management skills of team members and promote a culture of incident readiness.

• Escalation: Escalate incidents to higher management or executives as necessary and ensure the allocation of appropriate resources for resolution.

The Requirements

• Bachelor's or Associate Degree in Information Technology, Computer Science, or any related courses.

• At least 1-3 years' experience in IT Incident Management, preferably in a major incident or crisis management role.

• Knowledge of ITIL or other incident management frameworks.

• Good understanding of the difference between P1 from a P2 Incident.

• Solid technical background and understanding of IT Infrastructure, applications, and support processes.

• Excellent communication and interpersonal skills, with the ability to convey technical information to non-technical stakeholders.

• Certifications in ITIL Foundation and/or Certified Incident Manager are advantageous.

WTW is an Equal Opportunity Employer