Major Incident Analyst
The Opportunity
As the Major Incident Analyst, you will receive and process escalations, identify major incidents, and ensure quick and effective resolution by executing BTS's enterprise Major Incident process and working with all appropriate technical support teams throughout the organization. You will also perform Root Cause Analysis (RCA) activities related to Major Incidents, including facilitating root cause investigations, following up on corrective and preventive actions, and supporting related metrics.
What You’ll Do
• Effectively manage Major Incidents (MIs) by ensuring appropriate teams are quickly engaged in the resolution process, managing the technical bridge, group chat, and providing BTS internal and business-facing communications.
• Work closely with all BTS infrastructure and application support teams to ensure swift resolution of Major Incidents and the effective management of subsequent problem investigations.
• Analyze and report incident trend data to identify and eliminate recurring Major Incidents.
• Enable accurate metrics and reporting by ensuring appropriate MI and Problem Investigation data is current and accurate.
• Participate in on-call rotation.
• Remain current on developments in fields of expertise, regulatory requirements, company products, markets, objectives, and industry trends.
• Maintain current knowledge of and ability to assess new technology to collaborate with IT customers and deploy solutions that are creative, compliant, and cost-effective through literature, trade journals, professional associations, and attendance at conferences and seminars.
• Resolve and/or facilitate resolution of problems, including identifying causes to prevent recurrence.
• Identify and resolve business issues and escalate issues when appropriate.
• Perform related functions and responsibilities, as assigned.
Requirements
• Bachelor’s degree in Information Technology or similar area; or equivalent work experience.
• Minimum of 3 years of relevant experience.
Location
This position is based in the Philippines.