Incident Analyst

Our downtown Chicago client has an exciting opportunity to bring on an Incident Analyst on a 6 month contract the the possibility of extension up to 2 years. Responsibilities: • Manage, monitor, and ensure SLA's/SLO's are achieved by internal and 3rd party business partners. • Develop and enrich restoration procedures to mitigate future outages and business disruptions. • Author and govern production readiness documentation, testing, and product and warranty services. • Actively manage relationship with key stakeholders, markets and resolver stakeholder's w/facts and metrics. • Own business impacting situations, and work to restore normal service operations w/cross-functional partners. • Identify and recommends opportunities for "clean-slate" process improvement with regards to incident management, fault monitoring, triage procedures and issue escalation. • Develop procedures for incident/problem management, metric and measure creation, management and administration of monitoring tools. • Guide the timely execution of scheduled and repeatable processes such as periodic system validations, daily triage, system monitoring and event log management. • Collaborate with architecture, development, and engineering teams to identify root cause for recurring incidents and create an action-plans for resolution. • Leverage and lead the root-cause/problem management process to correlate trends business impacts. • Multitasking Leadership and influencing skills to pursue problem resolution accurately during business impacts. • Demonstrated interpersonal skills and ability to translate technical incidents into business terms. • Ensure timely communications and updates are provided for incident management and root-cause scenarios. • Provide 24x7 service assurance of critical to sell ecosystems on a global basis.