Job Description:

The Incident Management Analyst is primarily responsible for troubleshooting and problem resolution for the Alorica network and system infrastructure.  The IM is responsible for making critical decisions to support business needs and limit impact to Clients during service interruptions.  The IM must be able to lead an outage bridge by controlling the inputs from key technical resources, effectively and accurately communicating situational status and ensuring that follow up actions are recorded and assigned. The IM is challenged to master complex technical concepts and attain the technical skills required to be successful in a continually evolving environment.

 

Responsibilities:

Provide 24x7 system, data analysis, and support for all Severity 1 Incidents/Outages. Provide, as needed, coverage for Incident Management resolution activities Responsible for leading troubleshooting network and system infrastructure (loss of connectivity, application performance issues, system configurations, OS bugs, etc) Works in conjunction with IT support groups on issues affecting the production environment and assists in coordination of scheduling for software updates, special program runs or any other change to the normal production schedule Identify potential areas where policies and procedures require change and where new ones need to be developed, especially regarding future business Performs at or above the enterprise’s Information Technology Organization performance standards Troubleshoot advanced technical issues and customer concerns within assigned areas Identify and implement work efficiencies through process improvement techniques Build and maintain effective vendor/customer relations Meet with various IT support teams to review service metrics and discuss best practices Successfully manage multiple priorities Establish and moderate conference bridge calls for Severity 1 issues impacting incidents or upon request Communicate to Sr Operations and Client Services management on high impact problems Escalate to Team Lead or Manager in the event of insufficient support and follow-up Work in a team environment learning the responsibilities of Incident Management and peer level positions, participating in knowledge transfer and taking on additional tasks and responsibilities with a view toward advancement Meet or exceed departmental metrics as established over time Understand business processes and their use of technology Take every opportunity to learn new technology and advance in support knowledge Any other duties as assigned by management

Job Requirements:

Minimum Education and Experience:

Bachelor’s degree in computer science or equivalent experience within area related to job function.Minimum of five years’ experience in the information technology field, at least three years in IM rolePC troubleshooting experience

 

Knowledge, Skills and Abilities:

Thorough knowledge of MS Office Suite (Word, Outlook, Excel, PowerPoint, Project)Thorough knowledge and experience with Windows 2000/2003 Active Directory domain administrationThorough knowledge of Windows basic principles, theories, and conceptsThorough knowledge of TCP/IP setup and tear down, OSPF, and BGPWorking knowledge of Unix OS (preferably Solaris) and Microsoft OS troubleshooting experienceUnderstanding of distributed application flowKnowledge and/or experience in call center operations and/or applicationsKnowledge of (CTI) in a call center environment (Avaya G3 preferred)Knowledge and/or experience with data communications devices (switches, hubs, routers, firewalls)Knowledge and/or experience with telecom technologies (Avaya Definity G3 PBX, Conversant VRU and Intuity Audix voice mail systems)Experience with report creation applications (Crystal Reports, SQR, Oracle Reports)Experience with batch scheduling technology
Knowledge, Skills and Abilities:High Capability of analytical skillsExcellent written and verbal skillsExcellent customer service skillsAbility to work within a 24x7 support structure, holidays and rotating on-call duties