Major Incident Management Analyst

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Job Title: Major Incident Management – Analyst

Reports To: Major Incident Management Supervisor

Department: IT Operations

Shift-1:00 PM -9:30 PM MT

Job Summary

Major Incident Management (MIM) is a critical role in IT Service Management (ITSM), especially in organizations that rely heavily on technology. The primary goal of MIM is to quickly restore normal service operations when a major incident occurs and to minimize the impact on business operations. The Major Incident Manager is responsible for managing high-impact IT incidents from initiation through resolution. They coordinate response efforts across teams, ensure effective communication with stakeholders and drive the incident to closure.

Key Responsibilities

1. Incident Coordination

• Lead the response to major incidents, ensuring timely resolution

• Facilitate bridge through engagement of technical teams, vendors, and third parties as needed

• Drive incident to facilitate issue resolution by leading technical troubleshooting using historical evidence and documentation

• Lead and engage resources to effectively identify troubleshooting and remediation paths to minimize downtime

• Escalating according to standard procedures and according to degradation and reported impact relative to current progress to remediate outage

2. Communication

• Provide clear, accurate and timely updates to stakeholders, including executives during the incident’s lifecycle

• Communicating limitations and roadblocks to internal stakeholders to facilitate effective decision making

• Gain understanding between involved parties to ascertain impact and relay information to engage appropriate resources to effectively troubleshoot

3. Documentation

• Providing accurate and detailed documentation for incident records, including timelines, technical updates, impact analysis, and resolution steps.

• Produce post-incident reports that facilitate Root Cause Analysis (RCA).

• Ensure accurate, reliable and actionable documentation is created on every interaction

4. Process Improvement

• Identify trends and recurring issues and report to leadership

• Propose and implement improvements to the Major Incident process

5. Compliance & Governance

• Ensure adherence to SLAs and internal governance policies.

Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience)

• 2+ years of experience in IT operations, service management or technical support

• Strong understanding of incident management and ITIL practices.

Required Skills

• Strong understanding of incident, problem, and change management processes

• Good understanding of enterprise technologies in a multi-tiered environment

• Ability to manage multiple priorities and make quick, data-driven decisions under pressure.

• Effective communicator at all organizational levels

• Excellent communication, coordination, and problem-solving skills. Strong analytical skills and attention to detail.

• Familiarity with major incident escalation protocols and technical troubleshooting

Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $54,863 - $70,000.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form ( . Complete the form and then email it as an attachment to View email address on click.appcast.io . You may also click here to access Conduent's ADAAA Accommodation Policy ( .