Incident Response Analyst

Job#: 3054794
Job Description:
The position requires an individual that is innovative with a great deal of initiative and a collaborative, yet proactive approach. The candidate will be expected to provide Problem Management coordination, data analysis and relationship management capabilities within the team. This function is integral to the success of the bank's stability by identifying root cause of issues, preventing recurrences, identifying potential disruptions, and proactively implementing mitigations to maximize service availability across Network Services.

The ideal candidate possesses excellent communication skills, will participate in the implementation and ongoing adherence of the Problem Management process, and serves as a fully seasoned/proficient process resource.

The candidate will provide process knowledge and capabilities as an individual contributor and will work under minimal supervision, with general guidance from more seasoned consultants or managers
Lead Problem Investigation efforts for all network technologies
Conduct proactive assessments of events to determine opportunities for root cause investigation
Ensure that the problems for which they are responsible for: o Reviews Problem priority and determines if the impact or urgency needs to be adjusted o Progress (and are tracked) through the Problem Management process in a timely and prioritized fashion o Ensure that the information entered/documented is accurate and complete; Including, but not limited to, workarounds, solutions, process enhancements, and root cause o Ensure that the root cause is determined
Monitor Problem queues via the Remedy Problem Console, eSmart and Tableau dashboards
Periodically review their problem investigations for which a practical solution could not be found or is undetermined
Verify structural solutions and close the known errors and problem investigations that they manage
Maintains open Problems for status changes and ensures the data quality in the PBI and PKE records for weekly management reports and Monthly Scorecard
Coordinates Problem resolution with any relevant stakeholders, both technical and business as required
Provide information and host LOB meetings to customer/end-user regarding the status of their known errors (PKE) and problem investigations (PBI) records
Communicate with the customer/end-user to gain agreement that the known errors (PKE) and problem investigations (PBI) records have been resolved and closes the record
Conduct problem process audits for a sampling of problems
B.S. degree in Computer Science, Engineering, Business, or equivalent preferred
Excellent oral and written communication.

• Must be able to communicate at all organizational levels

Experience Range*- 5 to 7 Years
ITIL Foundation Certification
Experience with Problem or Incident Management
Knowledge of IT Technical skills across multiple disciplines
The ability to provide leadership skills (self-starter / self-motivated)
Organized and detail oriented
Strong technical acumen
Strong analytical skills
Knowledgeable on JIRA, Confluence, and experience with Agile framework SCRUM ceremonies
The candidate must have excellent client interfacing skills, strong verbal and written communication skills and ability to work with all levels of management.
Candidate should have experience operating with colleagues across different time zones with a flexible approach to working hours (ability to work varied hours) to successfully interact and communicate on a global level
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
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Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
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