Senior Operations & Incident Analyst

Capillary Technologies - Minneapolis, MN

Full-time - Senior

Minneapolis, MN

About the position

The Senior Operations & Incident Analyst is a critical role responsible for leading the resolution of high-impact incidents and ensuring the stability and performance of our Hosted Services. This position requires a seasoned professional with extensive experience in incident management, a strategic mindset, and the ability to drive continuous improvement initiatives. The Senior Operations & Incident Analyst will take the lead in managing severity level program issues, coordinating with cross-functional teams, and providing expert guidance on incident resolution processes and more. In this role, you will lead the incident management process for critical and high-severity incidents, ensuring timely and effective resolution. You will serve as the escalation point for complex issues, providing guidance and direction to junior analysts and other team members. Collaboration with senior management and key stakeholders is essential to communicate the status and impact of ongoing incidents effectively. Conducting in-depth root cause analysis for all high-severity incidents is a key responsibility, as is identifying systemic issues and opportunities for improvement. You will develop and implement preventive measures to mitigate the recurrence of incidents, working closely with engineering, product, and customer services. Additionally, you will lead initiatives to enhance the incident management process, focusing on reducing resolution times, improving communication, and increasing overall service reliability. Mentorship and team development are also vital aspects of this role. You will provide mentorship and training to junior operations analysts, fostering a culture of continuous learning and professional development. Leading by example in managing incidents, you will demonstrate best practices in problem-solving, communication, and stakeholder management. Stakeholder communication and reporting are crucial, ensuring that all stakeholders, including Member Users, Clients, and internal teams, are kept informed throughout the incident lifecycle. You will prepare and present detailed reports on incident management performance, including trends, root causes, and recommended actions to senior leadership. Furthermore, you will identify potential risks associated with incident management processes and work proactively to mitigate them, ensuring compliance with relevant industry standards, regulations, and company policies.

Responsibilities

• Lead the incident management process for critical and high-severity incidents, ensuring timely and effective resolution.
• Serve as the escalation point for complex issues, providing guidance and direction to junior analysts and other team members.
• Collaborate with senior management and key stakeholders to communicate the status and impact of ongoing incidents.
• Conduct in-depth root cause analysis for all high-severity incidents, identifying systemic issues and opportunities for improvement.
• Develop and implement preventive measures to mitigate the recurrence of incidents, working closely with engineering, product, and customer services.
• Lead initiatives to enhance the incident management process, focusing on reducing resolution times, improving communication, and increasing overall service reliability.
• Collaborate with the Operations Manager to develop and refine incident management strategies, aligning them with organizational goals and objectives.
• Provide mentorship and training to junior operations analysts, fostering a culture of continuous learning and professional development.
• Prepare and present detailed reports on incident management performance, including trends, root causes, and recommended actions to senior leadership.
• Identify potential risks associated with incident management processes and work proactively to mitigate them.

Requirements

• Bachelor's degree in Information Technology, Business Administration, or a related field or 5+ years of experience in incident management, operations, or a related role, with a proven track record of managing high-severity incidents.
• Strong leadership skills with the ability to guide and influence cross-functional teams.
• Excellent problem-solving abilities, with a strategic approach to identifying and addressing systemic issues.
• Superior communication skills, capable of effectively conveying complex technical information to senior stakeholders.
• Experience with incident management tools and software, as well as a deep understanding of service level agreements (SLAs).
• Strong analytical skills and attention to detail, with a focus on continuous improvement.