About the Role:
The Senior Operations & Incident Analyst is a critical role responsible for leading the resolution of high-impact incidents and ensuring the stability and performance of our Hosted Services. This position requires a seasoned professional with extensive experience in incident management, a strategic mindset, and the ability to drive continuous improvement initiatives. The Senior Operations & Incident Analyst will take the lead in managing severity level program issues, coordinating with cross-functional teams, and providing expert guidance on incident resolution processes and more.
Leadership in Incident Management:
- Lead the incident management process for critical and high-severity incidents, ensuring timely and effective resolution.
- Serve as the escalation point for complex issues, providing guidance and direction to junior analysts and other team members.
- Collaborate with senior management and key stakeholders to communicate the status and impact of ongoing incidents.
Root Cause Analysis and Preventive Action:
- Conduct in-depth root cause analysis for all high-severity incidents, identifying systemic issues and opportunities for improvement.
- Develop and implement preventive measures to mitigate the recurrence of incidents, working closely with engineering, product, and customer services.
Process Improvement and Strategy:
- Lead initiatives to enhance the incident management process, focusing on reducing resolution times, improving communication, and increasing overall service reliability.
- Collaborate with the Operations Manager to develop and refine incident management strategies, aligning them with organizational goals and objectives.
Mentorship and Team Development:
- Provide mentorship and training to junior operations analysts, fostering a culture of continuous learning and professional development.
- Lead by example in managing incidents, demonstrating best practices in problem-solving, communication, and stakeholder management.
Stakeholder Communication and Reporting:
- Ensure that all stakeholders, including Member Users, Clients, and internal teams, are kept informed throughout the incident lifecycle.
- Prepare and present detailed reports on incident management performance, including trends, root causes, and recommended actions to senior leadership.
Risk Management and Compliance:
- Identify potential risks associated with incident management processes and work proactively to mitigate them.
- Ensure that all incident management activities comply with relevant industry standards, regulations, and company policies.
Why Join Us:
At Capillary Technologies, you’ll be at the heart of ensuring the reliability and success of our products. As an Operations & Incident Analyst, you’ll have the chance to make a direct impact by resolving critical issues and driving service excellence. Join a team that values innovation, collaboration, and continuous growth. If you’re looking to advance your career in a dynamic environment where your contributions are recognized, Capillary Technologies is the place for you.
