IT Analyst, Critical Response Team (CRT)

Corning Incorporated; Painted Post (NY); On-site; USD 63,000 - 87,000; Full time

Job summary

Corning Incorporated is seeking an experienced D&IT Incident Analyst to manage IT incidents, coordinating internal and third‑party teams while examining incident patterns to improve D&IT system availability.

The role emphasizes Major Incident Management, SLA adherence, and collaboration with Service Desk and stakeholders to minimize disruptions. A strong ITIL background and hands-on incident response are essential for success.

Qualifications

• Minimum of associates degree or relevant work experience.
• Minimum of 5 years of operational experience in an IT technical domain in a support role.
• Experience working directly with end users in a customer-facing environment.
• Broad knowledge of IT technologies including server, storage, database, cloud, security, and network technology domains.
• Effective leadership, organization, and planning skills with the ability to handle changing priorities.
• Advanced technical troubleshooting capabilities; problem solving skills.
• Knowledge of Service Management / ITIL processes and procedures.
• Experience with IT Service Management, ITIL and ITSM tools.
• Work a set 8-hour schedule as part of a 24/7 organization (Sun-Thu or Tue-Sat).
• Effective organization and planning skills, with ability to handle changing priorities.
• Incident / Availability Management skills.
• Excellent communication, interpersonal and influencing skills.
• Self-motivated, team-oriented, and capable of motivating others.
• Self-confident, results-oriented, persuasive, and influential.
• High attention to detail and ability to see patterns in data.
• Strategic mindset.

Responsibilities

• Ensure Incident Management processes meet SLA/OLA commitments and service quality standards.
• Manage incident lifecycle, including prioritization, escalation, tracking, and resolution.
• Fulfill roles and responsibilities associated with Major Incident Management including Commander and Communicator.
• Coordinate with Service Desk, support teams, Process Managers, and Service Integrators to restore services quickly.
• Monitor incident queues and workloads to ensure SLA compliance.
• Complete Post-Incident Reports and transition incidents to Problem Management as appropriate.
• Identify and analyze recurring incidents, trends, metrics, and root causes to drive service improvements.
• Track escalations and ensure timely resolution of incidents.
• Partner with key stakeholders including service lines to identify and support improvements to reduce service disruptions.
• Escalate critical unresolved incidents to leadership and provide timely and accurate status communications.
• Maintain and improve operational procedures to enhance service reliability.
• Report operational performance and recommendations to IT leadership and stakeholders.

Skills

Incident management

ITIL processes

Leadership

Communication

Analytical thinking

Problem solving

Team collaboration

Time management

Detail oriented

Strategic mindset

Education

Associate degree or relevant work experience

Bachelor’s in IT or related field

Tools

ServiceNow Performance Analytics

ITSM tools

Job description

The company built on breakthroughs. Join us. Corning is one of the world’s leading innovators in glass, ceramic, and materials science. From the depths of the ocean to the farthest reaches of space, our technologies push the boundaries of what’s possible.

The company built on breakthroughs. Join us. Corning is one of the world’s leading innovators in glass, ceramic, and materials science. From the depths of the ocean to the farthest reaches of space, our technologies push the boundaries of what’s possible.

How do we do this? With our people. They break through limitations and expectations– not once in a career, but every day. They help move our company,and the world, forward.

At Corning, there are endless possibilities for making an impact. You can help connect the unconnected, drive the future of automobiles, transform at-home entertainment, and ensure the delivery of lifesaving medicines. And so much more.

Come break through with us. The global Information Technology (IT) Function is leading efforts to align IT and Business Strategy, leverage IT investments, and optimize end to end business processes and associated information integration technologies. Through these efforts, IT helps to improve the competitive position of Corning's businesses through IT enabled processes. IT also delivers Information Technology applications, infrastructure, and project services in a cost efficient manner to Corning worldwide.

Role Purpose

Corning is investing through providing staff and stakeholders with timely Major Incident Management, supporting High Availability of applications and services for Corning by improving day-to-day operations, drive strategic decisions and improve the overall quality of D&IT services

Corning seeks an experienced D&IT Incident Analyst who can manage individual IT incidents driving both internal and third-party teams in the ongoing management of IT incidents. This incident analyst will also look holistically at incident patterns to propose and implement actions based on those patterns to improve D&IT systems availability.

Key Responsibilities

• Ensure Incident Management processes meet SLA/OLA commitments and service quality standards.
• Manage incident lifecycle, including prioritization, escalation, tracking, and resolution.
• Fulfill roles and responsibilities associated with Major Incident Management including Commander and Communicator.
• Coordinate with Service Desk, support teams, Process Managers, and Service Integrators to restore services quickly.
• Monitor incident queues and workloads to ensure SLA compliance.
• Complete Post-Incident Reports and transition incidents to Problem Management as appropriate.
• Identify and analyze recurring incidents, trends, metrics, and root causes to drive service improvements.
• Track escalations and ensure timely resolution of incidents.
• Partner with key stakeholders including service lines to identify and support improvements to reduce service disruptions.
• Escalate critical unresolved incidents to leadership and provide timely and accurate status communications.
• Maintain and improve operational procedures to enhance service reliability.
• Report operational performance and recommendations to IT leadership and stakeholders.

Required Qualifications

• Minimum of associates degree or relevant work experience;
• Minimum of 5 years of operational experience in an IT technical domain in a support role.
• Experience working directly with end users in a customer-facing environment.
• Broad knowledge of IT technologies including server, storage, database, cloud, security, and network technology domains
• Effective leadership, organization, and planning skills with the ability to handle changing priorities
• Advanced technical troubleshooting capabilities; problem solving skills
• Knowledge of Service Management / ITIL processes and procedures
• Experience with IT Service Management, ITIL and ITSM tools
• Work a set 8-hour schedule as a part of a 24-hour by 7 day a week organization. Position will work Sunday through Thursday or Tuesday through Saturday schedule.
• Effective organization and planning skills, with ability to handle changing priorities
• Incident / Availability Management skills
• Excellent communication, interpersonal and influencing skills
• Self-motivated, able to work in a team environment and motivate others
• Self-confident, results-oriented, persuasive, and influential
• High attention to detail and capable of seeing patterns in data
• Strategic mindset

Desired Qualifications

• Bachelor’s in business management, Information Technology, or similar relevant field
• ITIL Certification
• Six Sigma Certification OR Yellow Belt Certification
• Experience with ServiceNow Performance Analytics
• Experience with reporting related to Incidents, Tasks, SLAs and CMDBs
• Project Management skills
• Analytically minded

This position does not support immigration sponsorship.

The range for this position is $63,300.00 - $87,038.00 assuming full time status. Starting pay for the successful applicant is dependent on a variety of job-related factors, including but not limited to geographic location, market demands, experience, training, and education.

A job that shapes a life.

Corning offers you the total package.

Your well-being is our priority. Our compensation and benefits package supports your health and wellness, financial aspirations, and career from day one.

• Company-wide bonuses and long-term incentives align with key business results and ensure you are rewarded when the company performs well. When Corning wins, we all win.
• As part of our commitment to your financial well-being, we provide a 100% company-paid pension benefit with fixed contributions that grow throughout your career. Combined with matching contributions to your 401(k) savings plan, Corning’s total contributions to your retirement accounts can reach between 7% and 12% of your pay, depending on your age and years of service.
• Our health and well-being benefits include medical, dental, vision, paid parental leave, family building support, fitness, company-paid life insurance, disability, disease management programs, paid time off, and an Employee Assistance Program (EAP) to support you and your family.
• Getting paid for our work is important, but feeling appreciated and recognized for those contributions motivates us much more. That’s why Corning offers a recognition program to celebrate successes and reward colleagues who make exceptional contributions.

We prohibit discrimination on the basis of race, color, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, veteran status or any other legally protected status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To request an accommodation, please contact us at [e-mail].