Incident Analyst - CxLoyalty

Job Description
Summary
The Incident Management organization is responsible to manage incidents (in both production and non-production environments in support of Customer agreements) in order to restore normal service as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Another important purpose is the identification of impending incidents and the taking of immediate action to prevent their occurence. The overall management of incidents is performed by a combination of active monitoring, incident management, and engagement of technical experts when required.
The Incident Analyst is the primary technical resource that initially reacts to escalated Service Desk and alert generated incidents in order to diagnose, troubleshoot, develop solutions, utilize and comply with the Change Management process, to promote solution to production or non-production, implement, test, and validate the solution. The Incident Analyst will engage peer or Subject Matter Experts (SMEs) in the company or from technology vendors as required to resolve the incident and restore service. The Incident Analyst will also identify technical knowledge transfer opportunities to increase their capabilities and effectiveness from engineering and application resources.
Duties and Responsibilities

• Receives escalated incidents from the Service Desk via Ticketing Systems and Warm Transfer, if warranted. Reviews incident summary, seeks additional information from end user if required, and adjust ticket categories and Severity Codes as required. Performs initial support as required.
• Responsible for owning the Incident ticket until closure, this may include: (1) creation of Incident ticket if triggered by a qualified alert, (2) resolving the Incident, (3) collaborating with Level 3 Rotational SMEs to obtain additional technical insight and or guidance on how to resolve the incident, (4) fully engaging Level 3 Rotational SME or another Level 3 SME while retaining control of the parent ticket, and (5) communicated the status of the Incident in conformance to process.
• Coordinates with the Manager of Incident Management when needed to identify what Level 3 resources may need to be involved for resolution of the incident.
• Plans and conducts meeting with Level 3 resources if more information concerning troubleshooting, diagnostics, and solution recordation is needed for complete documentation of the Incident.
• Escalates to Manager of Incident Management when there is a lack of response from Level 3 Rotational SMEs or Level 3 technical teams in diagnosing and resolving Incidents.
• Coordinates with Technology Vendors, as required in resolving the Incident (in performing resolutions within their approved limits of technical permissions).
• Responsible for performing ticket closure activities (ensuring the Incident ticket is placed in a Status of Resolved or Closed at first eligibility and performs a QA of the ticket prior to closing to ensure conformance to the Standards of Use policy).
• Communication: Provides information concerning resolved Incidents to the Affinion Business Continuity department for external reporting to Affinion Customers.
• Crisis: For Incidents that meet the definition of a Crisis, immediate notifies the Manager of Incident Management and initiates actions to trigger the IT Crisis Management process.
• Crisis: Incident ticket owner and other needed Technical response Center resources become part of the Technical Response Team and performs duties as assigned by the Technical Response Manager for the duration of the Crisis.
• Crisis: Participate in After Action reviews (AAR) for Crisis Management
• Monitoring Function: Identifies erroneous alerts, analyzes patterns, and determines what is needed to change and reports same to the Monitoring Strategy Team via a Service Request.
• Drives in the "Daily Incident Review meeting" of significant incidents from the previous day and assists the Problem Management function in identifying incidents and technical resources for initiating a CFA.
• Knowledge Transfer: Participates as a student in coaching, mentoring or knowledge management exercises performed by the Level 3 Rotational Resources.
• Participate in process governance committees for Problem Management, Crisis Management, and Knowledge Management
• Participates as required in Process Governance including governance meetings and roadmap implementation to drive continuous improvement in Incident Management process, training, and technology
• Analyzes and tests changes to the supporting tools for Incident management

Education and Experience

• BA/BS or equivalent experience in IT related field
• Minimum of five years in Information Technology Operations and/or System Administration

Knowledge and Skills Required

• In-depth in experience in operationally managing one or more of the following technical disciplines:
  • Windows Server Admin,
  • Unix/Linux Server Admin
  • Oracle Database Admin
  • MS SQL Database Admin
  • Network Admin (LAN / WAN / VPN)
  • Oracle Weblogic Admin
  • Internet Information Server Admin (IIS)
  • Apache Web Server Admin
  • F5 Load Balancing Admin
  • Enterprise Storage Admin

• Professional certifications in one or more of the above technical disciplines desired (within last 18 months)
• Proven experience in incident identification, diagnosis, troubleshooting, solutioning, and implementation or deployment of the solution to include testing and validation.
• Strong process orientation with solid attention-to-detail skills
• Ability to work in a complex, fast paced and rapidly changing business environment
• Excellent analytical and problem solving skills
• Proficiency with Microsoft Office tools (e.g. Visio, Outlook, Word, Excel and PowerPoint)

About Us
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
Equal Opportunity Employer/Disability/Veterans
About the Team
Our Consumer & Community Banking Group depends on innovators like you to serve consumers, small businesses, municipalities and non-profits. You'll support the delivery of award winning tools and services that cover everything from personal and small business banking as well as lending, mortgages, credit cards, payments, auto finance and investment advice. This group is also focused on developing and delivering cutting edged mobile applications, digital experiences and next generation banking technology solutions to better serve our clients and customers.