Incident Response Analyst Position Summary: This role provides leadership in coordinating and driving key IT initiatives, managing incident response and root cause analysis, ensuring effective release and change management, and aligning technology solutions with business needs. The ideal candidate will be a strategic thinker with strong operational oversight, a collaborative mindset, and experience leading cross-functional technology teams.
Key Responsibilities: - Coordinate, communicate, and monitor key technology initiatives across the organization.
- Oversee incident management processes, including root cause analysis, prioritization, and resolution tracking.
- Support the planning and execution of release windows and system enhancements.
- Partner with business leaders to ensure technology solutions meet evolving requirements and strategic goals.
- Collaborate with IT leadership to design, implement, and support cost-effective technology solutions.
- Provide leadership and direction for application and infrastructure teams to meet service level expectations.
- Identify and recommend improvements in people, process, and technology to strengthen IT capabilities.
- Contribute to the development of future-state technology roadmaps and investment strategies.
- Lead operational support teams, ensuring performance targets and availability standards are consistently achieved.
- Forecast and manage technical resource needs, including internal and external staffing strategies.
- Train and develop team leaders in performance management and employee development practices.
- Direct project teams and contribute to problem-solving efforts for support issues and production defects.
- Manage vendor relationships at the operational and project level.
- Implement and monitor support and maintenance strategies to address operational gaps.
- Drive continuous improvement within the broader technology transformation effort.
- Maintain audit-compliant procedures and ensure adherence to record information management policies.
- Serve as a coach and mentor, fostering a growth-oriented culture within the team.
- Manage departmental budgets and financial plans as assigned.
- Promote a culture of integrity, accountability, respect, and openness.
Qualifications: - Bachelor's degree in Computer Science, Information Systems, Business Administration, or equivalent work experience preferred.
- At least 5 years of experience leading IT planning, application development, support, or infrastructure teams.
- Strong leadership skills with a record of success in technology operations and project delivery.
- Familiarity with ITIL/ITSM practices.
- Knowledge of business operations, budgeting, and enterprise integration models.
- Understanding of enterprise systems, software platforms, and outsourced vendor management, including offshore/nearshore models.
- Proven ability to manage complex systems with effective outcomes.
- Strong project management skills and track record of execution.
- Awareness of industry laws and regulations affecting IT operations.
- Effective negotiation and leadership influence skills.
- Ability to communicate technical ideas in a clear, business-friendly manner.