Job Description

Incident Response Analyst Shift: Wed-Sunday, 6am-2pm Interviews: Monday-Wednesday 8-10am 1-2 rounds

• Prioritize and proactively monitor events for global infrastructure components and critical business applications;
• Follow established processes and procedures to identify Critical incidents, escalate to appropriate support teams, and drive resolution;
• Facilitate technical conference bridges, with the guidance and assistance of the Duty Manager, local and regional IT Support teams;
• Communicate on Critical incidents for a broad business and IT audience, with the assistance of the Director on Call;
• Self-led and -motivated on goals for process improvement, incident reduction via problem management, root cause analyses, decision making, relying heavily on experience and personal judgment;
• Work with various support teams to onboard more applications and sites into the client process;
• Creatively and curiously examine and interrogate work processes with a constant eye for new solutions.

• 4+ years IT experience
• 2+ years experience in a monitoring and escalation role
• Must be open to working in a 24/7 environment
• Basic network and server understanding
• Flexibility on shifts, weekends, and overtime
• Willingness to take direction and follow pre-established guidelines & procedures

• Excellent communication and interpersonal skills in English (other languages a plus)
• ITIL Service Management Foundations or Essential certification
• Demonstrated passion for customer service
• Ability to work under pressure and in a fast-paced environment
• Proven time-management skills

For applications and inquiries, contact: hirings@openkyber.com

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