Operations & Incident Analyst

Capillary Technologies - Minneapolis, MN

Full-time

Minneapolis, MN

501-1,000 employees

About the position

The Operations & Incident Analyst is responsible for overseeing and supporting the severity level program issues within our Hosted Services. This role plays a critical part in managing and resolving incidents that impact the functionality and availability of our services for Member Users, Clients, and Customers. The ideal candidate will have a strong background in incident management, problem-solving, and a deep understanding of the impact of service disruptions on business operations. In this position, you will monitor and manage incidents that affect the Hosted Services, focusing on identifying, triaging, and resolving issues in a timely and efficient manner. You will coordinate with internal teams, including IT, Product, and Customer Support, to ensure quick resolution of incidents. Acting as the primary point of contact for severity level issues, you will provide timely updates and communications to stakeholders. Additionally, you will conduct thorough root cause analysis for all incidents, identifying patterns, trends, and potential areas for improvement. Documenting and communicating findings and lessons learned will be essential to prevent the recurrence of similar issues. You will collaborate with cross-functional teams to develop and implement strategies to improve incident response and resolution times, recommending process improvements to enhance the efficiency and effectiveness of the incident management process. Maintaining accurate and detailed records of all incidents, including actions taken, resolutions, and communication with stakeholders, will be part of your responsibilities. You will also provide regular reports on incident management metrics, including severity levels, resolution times, and overall service performance. Clear, concise, and timely communication with all stakeholders, including Member Users, Clients, and internal teams, regarding the status and resolution of incidents will be crucial. You will develop and maintain incident communication templates and protocols.

Responsibilities

• Monitor and manage incidents that affect the Hosted Services, focusing on identifying, triaging, and resolving issues in a timely and efficient manner.
• Coordinate with internal teams, including IT, Product, and Customer Support, to ensure quick resolution of incidents.
• Act as the primary point of contact for severity level issues, providing timely updates and communications to stakeholders.
• Conduct thorough root cause analysis for all incidents, identifying patterns, trends, and potential areas for improvement.
• Document and communicate findings and lessons learned to prevent recurrence of similar issues.
• Collaborate with cross-functional teams to develop and implement strategies to improve incident response and resolution times.
• Recommend process improvements to enhance the efficiency and effectiveness of the incident management process.
• Maintain accurate and detailed records of all incidents, including actions taken, resolutions, and communication with stakeholders.
• Provide regular reports on incident management metrics, including severity levels, resolution times, and overall service performance.
• Ensure clear, concise, and timely communication with all stakeholders, including Member Users, Clients, and internal teams, regarding the status and resolution of incidents.
• Develop and maintain incident communication templates and protocols.

Requirements

• Bachelor's degree in Information Technology, Business Administration, or a related field or 2+ years of experience in incident management, operations, or a related role.
• Strong problem-solving skills with the ability to analyze complex issues and develop practical solutions.
• Excellent communication skills, with the ability to convey technical information to non-technical stakeholders.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
• Experience with incident management tools and software is a plus.

Nice-to-haves

• Analytical Thinking: Ability to assess situations quickly and make informed decisions.
• Attention to Detail: Ensures that incidents are thoroughly documented and that no details are overlooked.
• Collaboration: Works effectively with cross-functional teams to resolve issues and improve processes.
• Communication: Maintains clear and open lines of communication with internal and external stakeholders at all times.
• Adaptability: Able to adjust to changing priorities and handle unforeseen challenges with composure.