Major Incident Management Analyst

Job Summary

The Major Incident Manager role is critical in IT Service Management, focusing on quickly restoring normal service operations during major incidents and minimizing their impact on business operations.

Key Responsibilities

• Incident Coordination

• Lead the response to major incidents, ensuring timely resolution
• Facilitate bridge through engagement of technical teams, vendors, and third parties as needed
• Drive incident resolution by leading technical troubleshooting using historical evidence and documentation
• Escalate according to standard procedures and degradation impact

• Communication

• Provide clear, accurate, and timely updates to stakeholders, including executives during the incident’s lifecycle
• Communicate limitations and roadblocks to internal stakeholders
• Gain understanding between involved parties to ascertain impact and relay information to engage appropriate resources

• Documentation

• Provide accurate and detailed documentation for incident records, including timelines, technical updates, impact analysis, and resolution steps
• Produce post-incident reports that facilitate Root Cause Analysis (RCA)
• Ensure accurate, reliable, and actionable documentation is created on every interaction

• Process Improvement

• Identify trends and recurring issues and report to leadership
• Propose and implement improvements to the Major Incident process

• Compliance & Governance

• Ensure adherence to SLAs and internal governance policies

Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience)
• 2+ years of experience in IT operations, service management or technical support
• Strong understanding of incident management and ITIL practices

Required Skills

• Strong understanding of incident, problem, and change management processes
• Good understanding of enterprise technologies in a multi-tiered environment
• Ability to manage multiple priorities and make quick, data-driven decisions under pressure
• Effective communicator at all organizational levels
• Excellent communication, coordination, and problem-solving skills
• Strong analytical skills and attention to detail
• Familiarity with major incident escalation protocols and technical troubleshooting

Pay

Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time.

Benefits

• Health insurance coverage
• Voluntary dental and vision programs
• Life and disability insurance
• A retirement savings plan
• Paid holidays
• Paid time off (PTO) or vacation and/or sick time

Equal Opportunity Employer

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.