Technology Incident Manager Analyst

This is a Non-Employee Contingent Worker Role providing services for TIAA's family of companies and will be employed by TIAA's preferred 3rd Party Supplier. As a Non-Employee CW, perform a variety of moderately complex business planning, support, and project-related duties. Demonstrates an exceptional standard of quality and holds themselves accountable to achieving excellent results.

This role will sit onsite, likely in a hybrid capacity, at the location(s) listed in this posting.

The anticipated term of this engagement will be 11 months. This term could be extended based on company business needs.

CW-IT Infrastructure Analyst IV

The Technical Lead Infrastructure job manages the installation, configuration, and maintenance of IT systems software and hardware for multi-user server computers. This job meets end user needs by confirming that uptime, performance, resource availability, and security of computers are within established operational guidelines. Under limited supervision, this job manages large-scale projects and is recognized as a subject matter expert in the Technology Infrastructure field. This role uses their knowledge of computer languages and operations to find and fix problems in computer networks, such as network communications errors, storage problems, and malfunctioning server platforms.

Key Responsibilities and Duties

• Leads the routinely performed analysis during normal IT Infrastructure operation, including on networks, firewalls, servers, operating systems, applications and devices.
• Oversees the acquisition, installation, and any upgraded computer components and software and planning for service outages and other problems.
• Approves automation of routine tasks using scripting and writing basic computer programs to address more complex systems software configuration and enhancement.
• Reviews domain solutions and executes changes in line with the implementation plan.
• Communicates project, operational, and strategy risks and opportunities to senior management, along with corrective action plans when required.
• Publishes metrics to qualify and quantify configuration success, and ensures that configuration practices are in compliance with standards.
• Approves documentation as it relates to domain configuration, routing, processes, and service records.
• Ensures successful delivery on all project and operational commitments, including quality and timeliness metrics.
• Coaches, mentors and delegates work to lower level professionals.

Educational Requirements

• University (Degree) Preferred

Work Experience

• 5+ Years Required; 7+ Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level

8IC

Job Title: Technology Incident Manager Analyst

Job Summary:

The Technology Incident Manager Analyst is responsible for managing technology incidents and minimizing their impact on the organization's technology operations. The role involves overseeing and coordinating the resolution of incidents that affect technology systems and services, including identifying, assessing, and mitigating risks, and implementing preventive measures. The incumbent will work closely with other IT teams to ensure the smooth operation of technology systems and processes and identify opportunities for improvement. The Technology Incident Manager Analyst plays a crucial role in ensuring the smooth operation of technology systems and minimizing their impact on business operations. The role requires strong incident management, risk management, and communication skills, as well as the ability to work under pressure and prioritize competing demands. A bachelor's degree in Computer Science or a related field and several years of experience in incident management or a related field are required for this position. ITIL Foundation certification and experience with ServiceNow or similar incident management tools are also desirable.

Key Responsibilities:

• Incident Management: Manage technology incidents, including identification, assessment, prioritization, escalation, and resolution.
• Risk Management: Identify, assess, and mitigate technology risks to ensure the security, reliability, and availability of technology systems and services.
• Preventive Measures: Develop and implement preventive measures to minimize the likelihood of incidents and mitigate their impact.
• Communication: Communicate incident status updates to relevant stakeholders, including IT teams, business units, and senior management.
• Incident Response: Coordinate the incident response process, including conducting root cause analysis, identifying remediation actions, and implementing changes to prevent similar incidents.
• Process Improvement: Continuously review incident management processes to identify opportunities for improvement and implement changes accordingly.
• Documentation: Maintain documentation of incidents, including incident reports, post-incident reviews, and remediation actions.
• Training: Develop and deliver incident management training to IT teams and other stakeholders.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3+ years of experience in incident management, risk management, or a related field.
• Strong knowledge of incident management processes, tools, and techniques.
• Experience in coordinating incident response teams and managing incidents through to resolution.
• Excellent analytical and problem-solving skills, with the ability to identify and assess risks and develop preventive measures.
• Strong communication and interpersonal skills, with the ability to communicate technical information to non-technical stakeholders.
• Ability to work under pressure and prioritize competing demands.
• ITIL Foundation certification is a plus.
• Experience with ServiceNow or similar incident management tools is a plus.

Start Date: 24-Apr-2023

End Date: 31-Mar-2024

Travel Required: No

Base Pay Range: $85.23/hr. - $98.86/hr.

Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location.

Equal Opportunity

We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

Read more about the Equal Opportunity Law here.

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Phone: (800) 842-2755

Email: [email protected]

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