Incident Management Analyst I - OT Support

RWE; Austin (TX); On-site; USD 80,000 - 90,000; Full time

Job summary

RWE Americas, LLC in the United States is seeking an Incident Management Analyst I to provide first-level technical support for OT systems under supervision. You will handle common, low-risk incidents, document activities in incident systems, and escalate more complex issues to senior teams.

This entry-level role requires a willingness to learn, strong attention to detail, and clear communication as you build foundational OT troubleshooting skills and support capabilities.

Qualifications

• Associate’s degree in IT/CS/engineering or related discipline.
• Minimum 1 year IT experience.
• Minimum 1 year OT experience or equivalent in an industrial setting.
• Entry-level industry experience is acceptable.
• Basic troubleshooting and problem-solving skills.
• Ability to follow procedures and document incidents accurately.
• Strong communication and customer service skills.

Responsibilities

• Provide first-level support for common, low-risk user issues affecting OT systems and devices.
• Receive, document, categorize, and track incidents and service requests per procedures.
• Gather issue details from users including symptoms, timing, and impact.
• Perform predefined troubleshooting steps for routine OT incidents under guidance.
• Use approved diagnostic tools to identify common errors and connectivity issues.
• Follow standard operating procedures and escalation protocols.
• Escalate complex or high-impact issues to senior analysts or technical teams.
• Maintain accurate incident records including actions, findings, and resolutions.
• Communicate status updates and resolutions to users clearly and promptly.
• Collaborate with senior analysts to learn resolution techniques and improve OT support.
• Support security, safety, and compliance requirements within OT environments.
• Participate in knowledge sharing and contribute to documentation.
• Perform other related duties as assigned.

Skills

Attention to detail

Clear communication

Willingness to learn

Structured troubleshooting

Ability to follow procedures

Education

Associate’s degree in Information Technology, Computer Science, Engineering, Industrial Technology, or a related discipline

Tools

Incident management systems

Diagnostic tools

Job description

RWE Americas, LLC

To start as soon as possible, full time, permanent

Functional area: IT / Digital; Operations & Maintenance

Remuneration: Exempt

Incident Management Analyst I

The Incident Management Analyst I provides first-level technical support for operational technology (OT) systems and users. This entry-level role resolves common, low-risk incidents by following established procedures, using approved diagnostic tools, and accurately recording activities in incident management systems. The role works under direct supervision and escalates unfamiliar, complex, or higher-risk issues to senior analysts or specialized technical teams.

The successful candidate communicates clearly and professionally with users, demonstrates a willingness to learn, and develops foundational knowledge of OT environments, support tools, and troubleshooting techniques.

Role Responsibilities

• Provide first-level support for common, low-risk user issues affecting OT systems, applications, devices, and related technologies
• Receive, document, categorize, and track incidents and service requests in accordance with established procedures
• Gather relevant issue details from users, including symptoms, timing, affected systems, and business or operational impact
• Perform predefined troubleshooting steps for routine OT incidents under guidance
• Use approved diagnostic and monitoring tools to identify common system errors and basic connectivity or access issues
• Follow standard operating procedures, work instructions, and escalation protocols
• Escalate unknown, recurring, complex, or potentially high-impact issues to senior analysts or appropriate technical teams
• Maintain clear and accurate incident records, including actions taken, findings, resolution details, and escalation information
• Communicate status updates and resolution information to users in a clear, polite, and timely manner
• Collaborate with senior analysts and technical specialists to learn resolution techniques and build OT support capability
• Support the consistent application of security, safety, access control, and compliance requirements within OT environments
• Participate in knowledge-sharing activities and contribute to the improvement of support documentation and knowledge articles
• Perform other related duties as assigned

Job Requirements and Experience

• Associate’s degree in Information Technology, Computer Science, Engineering, Industrial Technology, or a related discipline.
• Preferred Certifications
  • One or more entry-level or relevant certifications, such as:
  • CompTIA A+
  • CompTIA Network+
  • CompTIA Security+
  • ITIL Foundation
  • Microsoft or equivalent technical support certification
  • Industrial control systems, OT cybersecurity, or automation-related certification
  • Vendor-specific certifications relevant to the supported OT environment
• Minimum 1 year of IT experience.
• Minimum 1 year of OT experience, or equivalent hands‑on experience in an industrial, manufacturing, utilities, or operational environment.
• Entry‑level industry experience is appropriate.
• Equivalent combinations of education, training, and relevant experience may be considered.
• Basic troubleshooting and problem‑solving skills.
• Ability to follow procedures accurately.
• Strong attention to detail when recording incidents and technical information.
• Clear written and verbal communication skills.
• Professional and courteous user‑service skills.
• Willingness to learn from senior analysts and technical specialists.
• Ability to prioritize routine tasks and manage assigned incidents.
• Awareness of confidentiality, cybersecurity, safety, and operational risk.
• Ability to work effectively in a structured support environment.
• Reliability, accountability, and a continuous‑improvement mindset
• Basic knowledge of:
  • IT and OT support concepts.
  • User support tools and service management platforms.
  • Incident logging and ticket management protocols.
  • Operating systems, end‑user devices, networks, and basic system connectivity.
  • First‑level troubleshooting methods.
  • OT environments, systems, and operational processes.
• Ability to follow predefined procedures and work instructions consistently
• Ability to use diagnostic tools with guidance
• Understanding of the importance of system availability, operational continuity, and safe working practices in OT environments
• Awareness of cybersecurity principles relevant to user support and OT systems
• Ability to recognize when an issue is outside the scope of first‑level support and requires escalation

Applicants must be legally authorized to work in the United States. RWE Americas is unable to sponsor or take over sponsorship of employment visas at this time.

Pay range: The annual base salary range for this position in New York is $80,000 - $90,000. The listed salary range represents our good faith estimate for this position and represents the range for new hire salaries across all U.S locations. Please note that the salary information is a general guideline only. RWE considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s education & work experience, training & certifications, and key skills as well as market and business considerations at the time of the offer.

Benefits offered: Medical, Dental, Vision, Life Insurance, Short‑Term Disability, Long‑Term Disability, 401(k) match, Flexible Spending Accounts, EAP, Education Assistance, Parental Leave, Paid time off, and Holidays. Eligible employees also participate in short‑term incentives, in addition to salary.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

RWE Americas, a subsidiary of RWE, is a US‑based energy company that is helping to meet the growing demand for energy across the United States. Backed by RWE’s 125‑year global legacy of managing diverse power assets, RWE Americas operates approximately 13 GW of power projects across 27 states. With a talented workforce of 2,000 employees, RWE Americas develops, constructs and operates wind, solar and battery storage projects that safely deliver affordable, reliable electricity to our customers. Committed to responsible development, RWE Americas invests in local and rural communities, creating jobs and partnering with stakeholders to support and strengthen the places where we live and work. Learn more about how RWE Americas is generating impact at americas.rwe.com.

At RWE Americas, we foster a culture defined by our Essential Behaviors – Have Courage, Create Impact and Actively Collaborate. We encourage bold thinking and continuous learning, and we value ownership, resilience and inclusion in everything we do. When you join us, you become part of a team that supports your development, respects your contributions and celebrates shared success. This is a place where you can grow your career and make a meaningful difference.