Systems Analyst

Popular; San Juan (PR); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Popular in Puerto Rico seeks an Incident Analyst to register, categorize, prioritize incidents and lead investigations to restore services. You will coordinate with operations, service engineering, development teams, and vendors to resolve high-priority issues and maintain SLA targets.

The role requires strong analytical and communication skills, experience with incident management processes, and the ability to work in a hybrid environment.

Qualifications

• Experience in incident management and root cause analysis.
• Experience working with cross functional teams to resolve incidents.

Responsibilities

• Analyze, classify, and prioritise incidents.
• Incident investigation and diagnosis, including resolution where possible.
• Coordinating and driving technical incident resolution with operations, service engineering, development teams, and vendors.
• Real-time and continuous follow-up with support teams for incident resolution.
• Detect potential problems and assign issues to raise problem records.
• Participation in audit activities related to the incident management process.

Skills

Incident analysis

Troubleshooting

Escalation management

Education

Bachelor's degree or equivalent

Tools

Incident management software

Job description

General Description

Incident analyst registers categorizes, prioritizes incidents, and performs investigations to resolve and restore theservices. Oversees and leads tasks to ensure prompt resolution of escalated issues.

Essential Duties and Responsibilities

• Analyze, classify, and prioritize incidents.
• Incident investigation and diagnosis (including resolution where possible).
• Coordinating and driving technical incident resolution with operations, service engineering, development teams,and vendors.
• Rerouting misdirected incidents that have not been managed in a timely manner.
• Real-time and continuous follow-up with support teams for incident resolution.
• Assist business units with identifying the impact of incidents.
• Detection of potential problems and assignment of issues to raise problem records.
• Participation in audit activities related to the incident management process.
• Ensures each incident is analyzed and diagnosed and the root cause is found.
• Ensures communication with all BU and Operational Teams aff ected.
• Communicate/escalate all high-priority incidents ensuring that the communication process follows the incidentmanagement process.
• Ensure all agreed-on operation policies and procedures are followed while championing the incidentmanagement process.
• Responsible for driving troubleshooting and recovery eff orts with confi dence, reducing time to repair major andcrisis outages.

Other Qualifications

• Contribute to improvement plans regularly, contributing ideas and supporting any identifi ed improvementinitiatives ensuring that contributions are documented and progressed.
• Meet with change, release, and deployment management teams to understand new releases.
• Gets meetings with security, availability management, and capacity management teams to discuss security,availability, and capacity issues.
• Gets involved in meetings with the information security team and fraud management teams to discussincidents/issues concerning security and fraud issues.
• Monitoring of alerts/tickets and taking actions necessary to meet SLA targets.

Important: The candidate must provide evidence of academic preparation or courses related to the job posting, if necessary.

Our hybrid work model benefit applies to certain positions and is subject to changes based on the organizational needs.

Applicants must be authorized to work for any employer in the United States. This position is not open to applicants who need visa sponsorship or transfer of visa sponsorship at this time.

ABOUT US

Popular is Puerto Rico’s leading financial institution and have been evolving since it was founded over a century ago. From a small bank it has developed into a large corporation that offer a wide variety of services and financial solutions to our customers, with presence in the United States, the Caribbean and Latin America.

As employees, we are dedicated to making our customers dreams come true by offering financial solutions in each stage of their life. Our extensive trajectory demonstrates the resiliency and determination of our employees to innovate, reach for the right solutions and strongly support the communities we serve; therefore, we value their diverse skills, experiences and backgrounds.

We reaffirm our commitment to always offer essential financial services and solutions for our customers and communities, including during emergency situations and/or natural disasters. Popular’s employees are considered essential workers, whose role is critical in the continuity of these important services even under such circumstances. By applying to this position, you acknowledge that Popular may require your services during and immediately after any such events.

If you have a disability or need more information about requesting an accommodation, please contact us at [e-mail]. This email inbox is monitored for such types of requests only. All information you provide will be kept confidential and will be used only to the extent required to provide needed exemptions or reasonable accommodations. Any other correspondence will not receive a response.

Popular is an Equal Opportunity Employer, including Disability/Vets

Learn more about us at www.popular.com and keep updated with our latest job postings at www.jobs.popular.com.

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