Major Incident Analyst

DivIHN (pronounced “divine”) is a CMMI ML3-certified Technology and Talent solutions firm. Driven by a unique Purpose, Culture, and Value Delivery Model, we enable meaningful connections between talented professionals and forward-thinking organizations. Since our formation in 2002, organizations across commercial and public sectors have been trusting us to help build their teams with exceptional temporary and permanent talent. Visit us at to learn more and view our open positions. Please apply or call one of us to learn more For further inquiries regarding the following opportunity, please contact our Talent Specialist, Lavanya at View phone number on click.appcast.io or Ragu at View phone number on click.appcast.io Title: Major Incident Analyst Duration: 12 Months Location: Abbott Park, IL or Maple Grove, MN The worker can work at any of the two Location(s) mentioned above. Only W2 candidates are eligible for this position. Third-party or C2C candidates will not be considered. Job Description: Primary Job Function Receive and process escalations and identify major incidents and ensuring a quickly and effective resolution by executing BTS's enterprise Major Incident process and working with all appropriate technical support teams throughout the organization. Perform the following Root Cause Analysis (RCA) process activities related to Major Incidents: facilitate root cause investigation, follow-up on implementation of corrective/preventive actions, and metrics. Core Job Responsibilities Effectively manage Major Incidents (MIs) by ensuring appropriate teams are quickly engaged in the resolution process, manage the technical bridge, group chat, provide 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 investigation. Analysis and reporting of incident trend data to identify and eliminate reoccurring Major Incidents. Enable accurate metrics and reporting by ensure appropriate MI and Problem Investigation data is current and accurate. Participate in on-call rotation. Remains current on developments in field(s) of expertise, regulatory requirements, a general knowledge of the company's products, markets, and objectives as well as industry trends. Maintains 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 by attending conferences/seminars. Resolves and/or facilitates resolution of problems including identifying causes to prevent re-occurrence. Identifies and resolves business issues; escalate issues when appropriate. Performs related functions and responsibilities, on occasion, as assigned. Position Accountability and Scope Receive and process escalations and identify major incidents and ensuring a quickly and effective resolution by executing BTS's enterprise Major Incident process and working with all appropriate technical support teams throughout the organization. Perform the following Root Cause Analysis (RCA) process activities related to Major Incidents: facilitate root cause investigation, follow-up on implementation of corrective/preventive actions, and metrics. Minimum Education Bachelor's degree in Information Technology or similar area; or equivalent work experience. Minimum Experience/Training 3 Years About us: DivIHN, the 'IT Asset Performance Services' organization, provides Professional Consulting, Custom Projects, and Professional Resource Augmentation services to clients in the Mid-West and beyond. The strategic characteristics of the organization are Standardization, Specialization, and Collaboration. DivIHN is an equal opportunity employer. DivIHN does not and shall not discriminate against any employee or qualified applicant on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status. Reporting, Analysis, Root Cause Analysisaa415a4b-8b21-40fc-a65c-70d2b25ca29a