Operations Analyst

DivIHN Integration Inc; North Chicago (IL); On-site; USD 70,000 - 100,000; Full time

Job summary

DivIHN Integration Inc is looking for a skilled Major Incident Manager to join their team. The role involves managing Major Incidents, conducting Root Cause Analysis, and ensuring swift resolution by coordinating with various technical support teams. Candidates should possess a Bachelor's degree in Information Technology or equivalent experience. This position is based in Abbott Park, IL or Maple Grove, MN, and requires on-call rotation participation. Applicants must be W2 candidates, as third-party or C2C candidates will not be considered.

Qualifications

• Proven ability to manage Major Incidents effectively.
• Experience in performing Root Cause Analysis activities.
• Strong understanding of IT infrastructure and applications.

Responsibilities

• Manage Major Incidents by engaging appropriate teams quickly.
• Analyze and report incident trend data to prevent re-occurrence.

Skills

Incident management

Root Cause Analysis

Problem-solving

Communication

Data analysis

Education

Bachelor’s degree in Information Technology or equivalent work experience

Job description

Location: Abbott Park, IL or Maple Grove, MN

The worker can work at any of the two locations mentioned above.

Only W2 candidates are eligible for this position. Third-party or C2C candidates will not be considered.

Job Description

Primary Job Function

• Receive and process escalations and identify major incidents and ensuring a quickly and effective resolution by executing BTS’s enterprise Major Incident process and working with all appropriate technical support teams throughout the organization.
• Perform the following Root Cause Analysis (RCA) process activities related to Major Incidents: facilitate root cause investigation, follow‑up on implementation of corrective/preventive actions, and metrics.

Core Job Responsibilities

• Effectively manage Major Incidents (MIs) by ensuring appropriate teams are quickly engaged in the resolution process, manage the technical bridge, group chat, provide BTS internal and business‑facing communications.
• Work closely with all BTS infrastructure and application support teams to ensure swift resolution of Major Incidents and the effective management of subsequent problem investigation.
• Analysis and reporting of incident trend data to identify and eliminate recurring Major Incidents.
• Enable accurate metrics and reporting by ensuring appropriate MI and Problem Investigation data is current and accurate.
• Participate in on‑call rotation.
• Remain current on developments in field(s) of expertise, regulatory requirements, a general knowledge of the company’s products, markets, and objectives as well as industry trends. Maintain current knowledge of and ability to assess new technology to collaborate with IT customers and deploy solutions that are creative, compliant and cost‑effective through literature, trade journals, professional associations, and by attending conferences/seminars.
• Resolve and/or facilitate resolution of problems including identifying causes to prevent re‑occurrence, identify and resolve business issues, and elevate issues when appropriate.
• Perform related functions and responsibilities on occasion, as assigned.

Position Accountability & Scope

• Receive and process escalations and identify major incidents and ensuring a quickly and effective resolution by executing BTS’s enterprise Major Incident process and working with all appropriate technical support teams throughout the organization.
• Perform the following Root Cause Analysis (RCA) process activities related to Major Incidents: facilitate root cause investigation, follow‑up on implementation of corrective/preventive actions, and metrics.

Bachelor’s degree in Information Technology or similar area; or equivalent work experience.