IT Operations Analyst – Incident Management & Stability in Chesapeake, VA at Open Systems Technologies

Date Posted: 11/27/2019

Job Snapshot

Job Description

A discount store company is seeking an IT Operations Analyst to join their team in Chesapeake, VA.


  • Manage and lead an end-to-end incident management service
  • Make changes around incident, problem and request management processes and procedures and ensure effective implementation and governance
  • Monitor critical and high priority incidents to ensure the Service Level Agreements are met
  • Collaborate with other analysts providing inputs to define and manage KPI’s through process compliance, dashboards and vendor engagement
  • Standardize best practices across various teams’ approach based upon industry and enterprise best practices
  • Participate in the incident management meetings and closure of root cause analysis for critical and high priority incidents
  • Contribute to the operational metric review meetings with IT leadership
  • Collaborate with various IT LOBs for the implementation of processes and aim at continuous improvement
  • Evaluation and coordination of incidents and problems
  • Provide inputs to the system health and stability reviews
  • Participate in the establishment of Service and Business Level Agreements to set expectations and measure performance.
  • Keep report on metrics for tickets assigned to and handled by the Support and Service Delivery teams



  • A Bachelor’s degree in relevant field
  • 2-3 years of experience with ITIL process (incident, problem and request management)
  • Experience tracking incidents and providing dashboard views of issues/tickets across time
  • Critical incident management and process experience with experience in driving major outage resolution with multiple teams involved
  • Solid attention to detail, keen problem-solving skills, with experience performing impact and root cause analyses, recommending solutions, and supporting resolution efforts
  • Strong communication skills with strong presentation and facilitation skills
  • Advanced proficiency in excel including macros, charts and dashboards is mandatory
  • Strong interpersonal skills with a customer focused attitude
  • Able to navigate through a matrix organization to review and establish improved processes
  • Independent and proactive style
  • Strong track record of delivering initiatives on time and on budget
  • Excellent organizational skills especially a multi-location and multi-vendor teams
  • Able to synthesize data from multiple tracking and ticketing system to create a uniform view of data for the IT leadership


  • ITIL Certified
  • ServiceNow Certified
  • Experience in Vendor Management Operations or general management consulting
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