Incident Analyst

The role of an Incident Analyst includes both enabling stakeholders like the first line to resolve incidents and performing administrative and analytical work to increase customer satisfaction.
The main focus is on the technical aspects of incident management. Solving incidents and performing workarounds, creating problems.

Report and prioritize incidents found;
Produce and carry out training for internal/external groups;
Participate in Continual Service Improvement;
Quality Assurance by proactive actions;
Escalation of risks and issues to the team leader and incident manager;
Identifies and assists with planning/execution for Incident Management process improvements;
Coaching of the incident team for keeping the SLA service levels;
Customer meetings;
Participates in major incident process.

Essential experience:

Experience with Technical support, Incident management, troubleshooting, and analytical skills;
Customer technical environment knowledge;
Ability to investigate incidents in-depth;
In-depth knowledge of operating systems, such as Windows and Linux as well as advanced; computer- and networks SQL knowledge;
Advanced analytical skills related to database use;
Highly experienced in presentation skills and comfortable teaching;
Communicate effectively in technical and non-technical areas in English.

What we offer?
You will find here not only a challenging and interesting workplace but also a rewarding work experience, with competitive compensation and benefits packages:

Soft skills and technical training for current and emerging products and technologies;
Career development: opportunity to grow within the team;
Special referral bonuses for recommending your friends;
Private Medical subscription;
Meal tickets;
Relaxation rooms (foosball table, ping pong, board games);
Extra vacation days;
Flexible working hours and work from home, aligned with project needs;
Friendly team who is eager to meet you.
E-mail:
Iulia.Ionesie@stefanini.com