Incident Management Analyst Resume Sample
Rowland Lockman
7182 Bernadette Ville,
San Francisco,
CA
+1 (555) 145 8519
Work Experience
Senior Incident Management Analyst
05/2017
-
PRESENT
Boston, MA
- Quickly assessing the severity of an outage in regards to business impact and technical complexity
- Assess and ensure all appropriate groups are working on restoring service in a timely manner
- Facilitate the resolution by effective communication across multiple teams
- Notify, escalate and communicate to senior management the existence and status of outages, as necessary
- Proven skills in collaborating with other teams, both technical and non-technical
- Quickly learn new technologies or procedures
- Independently make decisions on complex issues by identifying and rationalizing risks
- Self-starter with the ability to prioritize work load and to perform in a high pressure environment
Incident Management Analyst
07/2012
-
01/2017
Phoenix, AZ
- Assertive but diplomatic, relentless, with a strong desire to see things through to completion
- Good organizational skills with the ability to multitask and to be able to change rapidly to manage shifting priorities
- ITIL Service Support knowledge preferable
- Manage issues that arise, including defining the problem, coordinate meetings, and communicate progression of incident until resolution. Ensure incidents are completed within internal service level agreements based on severity
- Manage incidents within incident management database and provide comprehensive incident tracking, reporting, and analytics, including capability to report by compliance, customer impact, financial loss or other operational impacts
- Assign incoming incidents to the proper business team for review and resolution
- Assist in root cause analysis for financial institution incidents varying in severity
- Assist in system issue clean up measures, including identification, account maintenance, and various other activities based on the specific issue
Production Services Incident Management Analyst
02/2005
-
02/2012
Los Angeles, CA
- Perform incident resolution activities, including gaining appropriate business approval for fixes, attend Change Advisory Board (CAB) meetings to present timing for system fixes, prepare preventative measure documentation, conduct user acceptance testing, and post validation maintenance
- Document business requirements to build and refine business process controls and technical solutions to improve day to day execution
- Attend status meetings to exchange updates with Incident Remediation Team, business partners, and other members of leadership
- Uses good judgment in all situations and strives to deliver absolute best customer service
- Lead and document root case analysis for financial institution incidents varying in severity
- Perform incident resolution activities, including gaining appropriate business approval for fixes, attend CAB meetings to present timing for system fixes, prepare preventative measure documentation, conduct user acceptance testing, and post validation maintenance
- Perform weekly audits of the incident management data to ensure data integrity
Education
Howard University
2000 - 2005
Bachelor's Degree in Related Field
Professional Skills
- Demonstrate critical thinking and troubleshooting skills
- Demonstrate customer service and client interaction skills, including an ability to build rapport at all levels of the organization
- Strong interpersonal skills: Ability to manage, work with, and guide multiple opinions and personalities to reach a common goal
- Strong communication skills are particularly important for this role
- Decision making ability within specified parameters as well as independent and collaborative decision-making skills
- Thorough understanding of Incident Management and Service Request processes with proven experience supporting these processes in an IT organization
- Prioritize multiple high priority issues at any given time without sacrificing client SLA commitments
How to write Incident Management Analyst Resume
Incident Management Analyst role is responsible for customer, troubleshooting, software, business, refining, integration, training, digital, database, security.
To write great resume for incident management analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Incident Management Analyst Resume
The section contact information is important in your incident management analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Incident Management Analyst Resume
The section work experience is an essential part of your incident management analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous incident management analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular incident management analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Incident Management Analyst resume experience can include:
- Effective typing skills for documenting and communicating incidents in real-time
- Fluent German and good communication skills
- Working effectively with peers through team participation and cohesiveness to create a positive environment within the team
- Effectively communicating incident status to leadership and stakeholder groups
- Categorizes and prioritizes each request to ensure that adverse impact to business operations is minimized and normal service is restored quickly
- Strong ITIL Incident Management Process Knowledge and Champion
Education on an Incident Management Analyst Resume
Make sure to make education a priority on your incident management analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your incident management analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Incident Management Analyst Resume
When listing skills on your incident management analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical incident management analyst skills:
- Detail and process-orientated with strong customer service skills
- Communicate incident status and resolution with a large group of business partners and IT support using business verbiage and verbal communication skills
- Advanced analytical and problem solving skills to evaluate business problems and apply technical system application knowledge to identify appropriate solutions
- Communicate effectively verbally and written, with business users and management
- Prioritization - the incident is prioritized for better utilization of the resources
- Experience collaborating with cross-functional teams and resolving conflicts when they arise
List of Typical Experience For an Incident Management Analyst Resume
1
Experience For Senior Incident Management Analyst Resume
- Provide initial classification and prioritization of incidents
- Conduct and document formal lessons learned sessions for high severity incidents and other development related issues
- Participate in business leadership meetings that focus on incident management and root cause analysis
- Monitor and facilitate the resolution of all production issues assigned to analyst
- Execute the ITIL®-based incident management sub-processes to improve overall availability of IT services by identifying and solving incident and resolving service requests by providing suitable workarounds to customers
- Participate in the development of Lessons Learned/Root Cause Analysis (LL/RCA) reports internal to the enterprise
- Update the Known Error database based on the results of LL/RCA findings
- Create and publish other incident management reports as deemed appropriate to ensure that other service management processes are optimized with respect to continual service improvement activities
- Represent the team at incident management meetings
2
Experience For Major Incident Management Analyst Resume
- Rapidly assess an incident to identify service restoration activities and resources necessary to implement those actions
- Coordinate the incident response with the US incident management team, local teams and conference calls where appropriate to engage all additional teams required to drive the incident to a prompt resolution
- Document the event timeline to include all activities whether successful, unsuccessful, discussed but not actioned or determined not the appropriate course of action to resolve the incident
- Provide outage notifications (e-mail, e-page, and phone) to CGI and its clients’ executive management during major outages
- Coordinate the timely notifications and progress updates to executives, technical resources and affected business partners
- Provide escalation in accordance to the incident management process or if appropriate for a specific incident
- Assists in maintaining the overall effectiveness of technology systems residing in Oracle’s Global IT organization, ensuring high levels of customer satisfaction and availability, 24x7
3
Experience For Production Services Incident Management Analyst Resume
- For Mission Critical applications
- Manage unresolved severity 1, 2 and 3 incidents and requests referred to internal and external support teams until resolution and provide regular updates to various clients
- Provide continuous support to the helpdesk agents on incidents
- Responsible for the overall effectiveness of technology systems residing in Oracle’s Global IT organization to ensure high levels of customer satisfaction and availability, 24x7
- Performs qualitative and quantitative analysis around the digital
- Deal with critical customer situations, requests for major incident management and escalations in a professional and timely manner
- Serve as a point of contact for all Major Incidents
- Consult with incident submitters to clarify problem description and impact
- Data entry into the Major Incident application tools to track all incidents
4
Experience For Enterprise Change & Incident Management Analyst Resume
- Monitor Major Incident queue for submissions in scope of incident management team
- Facilitate and participate in Major Incident conference calls independently
- Provides clear ownership, resolution of incidents and service requests to agreed SLA’s and KPI’s
- Able to craft incident notification messages appropriate for an end-user and executive audience
- Understands DevOps and Cloud concepts and how to apply Site Reliability Engineering (SRE) ideas to make service offerings more scalable, reliable, and efficient
- Works with different teams and IT partners in different parts of the world
- Upgrades system quality assurance processes and/or makes application and infrastructure changes to eliminate future incidents
- Aid to develop Standard Operation Procedures and documentation in accordance with the Company’s System
- The team uses Lean Sigma and project management tools to improve internal processes
5
Experience For IT Incident Management Analyst Resume
- There are nine (9) activities the Critical Incident Coordinator is directly involved with
- Identification - detect or report the incident
- Diagnosis - reveal the full range of symptoms of the incident
- Escalation - as the Support teams need additional support from leadership
- Resolution and recovery - once the solution is developed, the incident is resolved
6
Experience For Rohq-riso-tier Incident Management Analyst Resume
- Incident closure - the registry entry of the incident in IcM and then resolution is documented, and incident is closed by providing the end-status of the incident
- Monitoring the operation of the DV systems in the shift service, including the elimination of simple errors and disturbances according to instructions (knowledge database)
- Knowledge/experience in Data Science, RPA and/or Lean Sigma
- Occasionally takes a command and control role as Incident Manager during critical incidents focusing on minimizing MTTR
- Documentation of run-time errors and disturbances and creation of tickets and error logs
- Control and execution of system maintenance and software patches / updates
7
Experience For Major Incident Management Analyst Lead Resume
- Leads Major Incident bridge calls for issues that have a significant business impact to Baxter
- Engages the technical teams required to investigate and resolve the issue
- Escalates to technical team leadership as appropriate
- Develops and distributes regular status updates to key IT and business stakeholders
- Maintains a detailed log and timeline of all activities (issue start time, technical team engagement, restoration, etc.)
- After service has been restored, works with technical teams to perform Root Cause Analysis (RCA) and identify and document preventative measures and follow-up actions
- Oversees the creation and maintenance of Knowledge Articles (i.e., Known Errors, Workarounds, etc.)
8
Experience For Critical Incident Management Analyst Resume
- Performs governance activities for the Major Incident, Problem and Knowledge Management processes (process adherence, issue resolution, etc.)
- Acts as subject matter expert in all topics related to the Major Incident and Problem Management processes
- Supports Problem and Major Incident process improvement initiatives
- Primarily supports Incident Manager during critical incidents by documenting restoration of service activities, gathering participants and preparing communications
- Coordinate and manage communication bridges and execute escalation procedures with intelligence and authority
- Leverages primary communication methods include phone, E-mail and xMatters, and ensure accurate and timely communications to internal and approved external stakeholders, including management
- Database fundamentals, SQL and scripting abilities required
- Documents internal processes and procedures to include support with Global partners
9
Experience For Incident Management Analyst Resume
- Own and drive incident management bridge calls and chats with production management, application development, infrastructure teams, external vendors and senior leadership with the purpose of remediating customer impacting incidents quickly
- Establishing strong command and control of an Incident, establishing clear accountability and methodical evaluation of complex issue scenarios following an ITIL framework
- Priming appropriate materials and follow ups for the Root Cause Analysis phase in the Problem Management process
- Responsible for the post mortem documentation and for managing the completion of action items recorded during incident resolution events
- Collaborate with technical resolver groups to conduct root cause analysis on technical issues impacting performance and communicate findings and resolution
- Perform oversight and governance to ensure all Incidents and Problems follow the ITIL process
- Represent/Facilitate the department on Incident management related corporate initiatives and workgroups providing guidance and governance to align with department policies and protocol’s
10
Experience For Senior Incident Management Analyst Resume
- Partner heavily with all areas of Group Insurance IT, corporate organizations and shared service technology teams to ensure services are restored in a timely manner when outages or partial outages occur
- Responsible for the status monitoring and escalation activities for all open issues and service request
- Provide detailed incident analysis, engage with requestors, create appropriate Problem and Change records
- Update the incident reporting systems with resolution information, liaise with problem management on detection of potential trends, driving down repeat, service impacting failures
- Identify opportunities and facilitate Knowledge creation to increase First Touch Resolution on intake or to enhance incident resolution speed and cross-training opportunities
List of Typical Skills For an Incident Management Analyst Resume
1
Skills For Senior Incident Management Analyst Resume
- IT experience, or Experience providing customer support or interacting with global clients, or Experience as user of any of the SAP modules ( Desirable experience in SAP and/or JDE systems)
- Strong communication skills and ability communicate on all levels is required
- Experience in an IT support environment (helpdesk experience, network or server administrator, etc.)
- Experience working in a collaborative role within IT
- Experience of working a 24 7 shift pattern
- Work with internal executive level customers with confidence while providing and exceptional experience
- Experience in a team leadership role while acting as a liaison with internal customers
- Operational experience managing production systems
2
Skills For Major Incident Management Analyst Resume
- Technical experience in supporting high availability solutions
- Experience managing systems projects
- Knowledge/experience in deploying automation initiatives
- Establish strong command and control of an Incident, establishing clear accountability and methodical evaluation of complex issue scenarios
- Apply technical and environmental knowledge and experience to develop and drive appropriate work streams, forming paths to resolution
- Coordinate root cause analysis on Major Incidents using proven problem analysis methodology
- Experience within a technology environment is required
- Experience with commonly used SDLC methodologies such as waterfall, iterative, agile
3
Skills For Production Services Incident Management Analyst Resume
- Participate on Incident management bridge calls with the Priority One support teams, on-call support application teams and management
- Experience in information technology or relevant education
- Experience with programming/development
- At least two years’ experience in information technology or relevant education
- Handling of incoming customer calls, recording & routing of tickets
4
Skills For Enterprise Change & Incident Management Analyst Resume
- Monitoring and control of the daily processing according to the daily schedules and instructions of AMO/AMM and DC&TS
- Monitoring the operation of the systems in the shift service, including the elimination of simple errors and disturbances according to instructions
- Monitoring and control of the daily processing according to the daily schedules and instructions
- Using automation/self-healing to solve routine outages
- Working knowledge of ITSM tools such as ServiceNow
- Understanding the network environment
- Handling MEC tasks and IT project support activities
5
Skills For IT Incident Management Analyst Resume
- Processing of customer-specific production processes on weekends and holidays
- Correct and “in time” execution of DTA processing, including the execution and monitoring of backup operations
- Provide timely, succinct and clear written and verbal communication to all stakeholders during Production incidents including delivery of a written postmortem
- Proactive Detection/Monitoring Alerting
- Collaboratively support the Process Engineering team in executing the incident management process
- Facilities and drives the bridge call to ensure that progress is being made towards restoring service
- Develops and delivers management reports covering outage details, root cause, trending, etc
- Assists in reviewing processes and procedures, identifying gaps and needed tasks
6
Skills For Rohq-riso-tier Incident Management Analyst Resume
- Accountable for providing support of continuous improvement of the Incident and Service Request processes ongoing
- Basic IT know-how (handling/controlling of applications and systems)
- Manage the restoration process for the customer incidents by guiding technical teams to execute timely resolution procedures
- Familiarity with basic troubleshooting processes for software applications
- Cover on call shifts, including weekends and after hours
7
Skills For Major Incident Management Analyst Lead Resume
- Working in IT / IT Security, preferably a 24x7 operational environment, or educational equivalent
- Certified Information Systems Security Professional (CISSP) certified / qualified or ability to actively work towards obtaining certification
- Knowledge of other ITSM process areas, including Service Desk, Knowledge Management and IT Change Management
- Willingness to work beyond core business hours, if necessary to minimize business interruption during planned or unplanned system modifications
- Exposure to and understanding of Web Services and middleware frameworks
- Assist other CCB Production Support staff and CCB applications in driving to resolution of production issues
- Assist in driving to root cause for CCB applications when necessary
- Metrics generation and analysis to supplement reducing negative impact
8
Skills For Critical Incident Management Analyst Resume
- Proficient in Microsoft Office Suite, including Excel and PowerPoint
- Basic understanding of Mainframes, databases, Networks, servers, client infrastructure, security and applications
- High level understanding of IT Infrastructure designs and operational processes
- Responsible for managing the life-cycle of all incident and problems
- Develop and maintain liaison with corporate resources including Site Management and vendors
- Prevent and manage scheduling conflicts
9
Skills For Incident Management Analyst Resume
- Facilitate the resolution of all systems outages in the production environment affecting the client business community
- Monitor the production environment, using a multitude of tools, to identify production problems as quickly as possible
- Queue Manager for the Systems and Messaging Incident and Problem queues
- Provide guidance identifying the technical and business impact of an incident
- Designs and develops media monitoring and social media analysis
- Collaborates with vendor partners and Enterprise IT in discerning business trends and their implications
10
Skills For Senior Incident Management Analyst Resume
- Generates appropriate communication, process and educational plans for mitigating the disruption of change
- Investigation - if no existing solution from the past is located, resolution is developed and implemented and the root cause analysis is conducted
- Manage all levels of the organization during an incident
- Provide ownership and manage major incident bridges according to service level guidelines on a 24/7 basis
- Ensure all major incident processes guidelines are followed and all service level guidelines are met during major incidents
- Identify recurring incidents and establish problem records that address long-term solutions
- Knowledge of issue resolution and escalation practices, FIS products and services and IT infrastructure
- Coordinate and manage communication bridges and execute escalation procedures with client and internal resources
List of Typical Responsibilities For an Incident Management Analyst Resume
1
Responsibilities For Senior Incident Management Analyst Resume
- Responsible for ensuring that all Knowledge Management practices and standards are followed, all required documentation is created as per the Knowledge Management standards, the quality and accuracy of the materials are maintained and that the periodic audit of the documentation is performed
- Excellent written, spoken, and interpersonal communication skills
- Demonstrate verbal and written communication skills; ability to present information in a concise manner
- Demonstrated experience within a technology environment is required
- Related experience in incident managment
- Related experience in incident management
- Understanding TCP/IP network environment
- Responsible for ensuring clear and timely communication by following Incident process best practices and standard process
- Accountable for providing management metrics and reports as required
2
Responsibilities For Major Incident Management Analyst Resume
- As a member of a Level 2 support team responsible for Service Request fulfillment as appropriate
- Promote Organizational Culture and Values
- Control and execution of system maintenance and software patches/ updates
- Flexibility (shift work 24/7)
- Adherence to critical process and procedure, and appropriate escalations in support of production incidents
- Distribute clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences
- Drive incident management bridge calls and chats with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating customer impacting incidents quickly
- Monitor and track all potential and actual major incidents through the Incident Management process. Use best practices as guiding principles throughout the process
3
Responsibilities For Production Services Incident Management Analyst Resume
- Manage efficient flow of incidents through the Incident Management process. Ensure incidents get resolved in a timely and consistent manner, with escalation to the Senior Manager as necessary, and ensure documentation related to incidents is thoroughly completed and retained
- Incident management experience
- Function as the incident “owner” for Major Incidents and assume overall responsibility for the incident through its life-cycle
- Hold accountable Technology Services teams to follow the incident management process for all incidents respectively assigned to their areas
- Handle projects related to the Service Desk as necessary
4
Responsibilities For Enterprise Change & Incident Management Analyst Resume
- Needs to work well in a team environment
- React quickly when incidents occur
- Organize, facilitate and lead technical teams to work together to resolve major incidents
- Act as an escalation point to expedite incidents and problem resolution
- Assist in the development and improvement of processes and metrics development
- Responsible for performing Incident Management functions as prescribed by the Incident Management Team within the standard operating practices and processes of ITIL service operation framework
- Communicate and translate business impacting issues to executive leadership
- Interface with internal/external customers on operational issues
- Break down complex incidents into smaller actionable components and develop a roadmap to incident equivalent
5
Responsibilities For IT Incident Management Analyst Resume
- Quickly learn and apply new technologies within
- Knowledge of ITIL Service Lifecycle phases, framework, and best practices
- Knowledge of DNS, NFS, TCP/IP, and other Internet protocols
- Knowledge of basic Unix diagnostic tools and commands
- Technical Depth and Breadth
- Able to identify, analyze and address problems to resolve issues with minimal negative impact and risk to the organization
- Bilingual: French & English, both written and oral
6
Responsibilities For Rohq-riso-tier Incident Management Analyst Resume
- Motivated and able to work independently, lead a team, or be in a team environment
- Working in an Incident Response role with experience in examining suspicious / malicious network events, analyzing malicious code / exploits, and system / network forensics
- Understanding of networking protocols and infrastructure designs; including routing, firewall functionality, host and network intrusion detection / prevention systems, encryption, load balancing, and other network protocols
- Knowledge of ITIL Service Lifecycle phases, framework, and best practices Knowledge of LAMP, DNS, NFS, TCP/IP, BGP, and other Internet protocols Knowledge of basic Unix diagnostic tools and commands
- Solid experience with core operating systems and applications
- Good application and hardware troubleshooting experience
7
Responsibilities For Major Incident Management Analyst Lead Resume
- Knowledge of Data Center Facilities and IT Services equipment
- The ability to work with project teams and other infrastructure teams to deliver quality solutions in a fast-paced environment
- Travel to support remote offices; approximately 15% frequency
- In a similar role as a Major Incident and/or Problem Management Analyst
- ITIL Foundation certification is highly desired
- ITIL Foundations or Intermediate Certification
- Knowledge of Web architecture, Object Oriented Architecture (OOA) and Service Oriented Architecture (SOA)
- The primary purpose of the Incident Management Analyst role is to ensure that priority incidents are managed effectively and professionally, resulting in the restoration of normal service quickly, efficiently and with minimal impact to the business
- Report on production outages and their impact
8
Responsibilities For Critical Incident Management Analyst Resume
- Provide detailed notes of highly visible production issues (P1 level tickets) on a timely basis to the on-call production support staff and executive management
- Provide production support for any quarterly releases, conversions or projects when needed
- Knowledge of client systems
- Incident Management at a high level
- Root Cause Analysis management
9
Responsibilities For Incident Management Analyst Resume
- Define and enhance proactive monitors to prevent outages
- Sharepoint functional site administration
- Make sound judgments in a fast-paced corporate environment
- Be available to assist team after hours, be on call and work nights and weekends as required
- Operations Process, Tools and Metrics (OPTM) team consists of Incident Management, Change Management, Disaster Recovery, Metrics and Strategy teams which ensures consistent implementation of robust and efficient processes and tools within the Global Technical and Application Management organization
- Leads high/critical incidents and ensures that incidents are resolved in a timely manner
- Keep IT management informed of incidents and status through the IT Advisory process
10
Responsibilities For Senior Incident Management Analyst Resume
- Drive to Root Cause after the end of an incident
- Review and manage open incident advisories
- Important: Weekend on-call and after hours on-call required in rotation with other team members
- Emotional Resilience and continuous improvement philosophy and practice Self-starter
- Familiarity with ITIL_ITSM processes
- This includes proactive identifying of trends and potential problems to prevent incident from occurring and to minimize the impact of incidents that cannot be prevented
- Facilitate the resolution of all systems outages in the production environment affecting the company’s credit business community
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