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Incident Response Group Analyst
Job Description
The Incident Response Group (IRG) is a key team within Service Desk responsible for the incident management and other ITIL processes. The Incident Response Group Analyst delivers improved client experiences by managing the end to end incident management process and identifying and fixing process gaps, with the aim to deliver faster response times and quicker resolutions.
Providing support to Service Desk Analysts and acting as the primary escalation point for incidents that the Service Desk cannot resolve Performing secondary triage activities to validate incident priority, urgency and business impact Determining the correct resolution group for all tickets that cannot be resolved by the Service Desk team Initiating the critical/major incident management processes Identifying training opportunities and provide upskilling training activities to Service Desk Analysts Performing ticket data quality checks, escalating and supporting the mitigation of any issues found Reviewing all open incidents (incident lifecycle management) and identifying additional actions that are needed Participating in post incident reviews as required Participating in other ITIL processes, from and end to end perspective, and helping identify potential improvements Acting as a scribe in critical/major incident management activities Acting as a Deputy Incident Commander
Qualification
About The Financial Services
Financial Services provide data-driven, insight-led solutions in the areas of people, risk and capital. Leveraging the global view and local expertise of our colleagues serving 140 countries and markets, we help you sharpen your strategy, enhance organizational resilience, motivate your workforce and maximize performance.
Incident Response Group Analyst
Salary
80,000-100,000/month
Position Level
Professional
Job Level
Experienced Hire
Job Type
Full Time
Hiring Until
09/30/2024